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  • All HBS Web  (984)
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    • News  (150)
    • Research  (724)
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  • Faculty Publications  (530)

Show Results For

  • All HBS Web  (984)
    • People  (1)
    • News  (150)
    • Research  (724)
    • Multimedia  (3)
  • Faculty Publications  (530)
← Page 19 of 984 Results →
  • November 2017
  • Teaching Note

Tencent

By: John R. Wells and Gabriel Ellsworth
Teaching Note for HBS No. 718-426. Tencent had undergone many transformations since it was founded in 1998 as a simple messaging service. In 2017, it was the largest online games provider in China with a wide range of game types, China’s largest social networking... View Details
Keywords: Tencent; Tencent Holdings; WeChat; Social Networking; Social Networks; Gaming; Gaming Industry; Video Games; Computer Games; Mobile Gaming; Portals; Payments; Mobile Payments; O2O; Online-to-offline; E-commerce; Messaging; Subscription Model; Freemium; Mobile App Industry; Smartphone; PC; Monetization Strategy; Antitrust; Streaming; Cloud Computing; Artificial Intelligence; Big Data; Alibaba; Facebook; JD.com; Tesla; Bundling; Synergies; Digital Strategy; Imitation; Licensing; Agility; Entry Barriers; Online Platforms; Advertising; Digital Marketing; Business Ventures; Acquisition; Mergers and Acquisitions; Business Conglomerates; Business Growth and Maturation; Business Organization; For-Profit Firms; Joint Ventures; Restructuring; Communication Technology; Blogs; Interactive Communication; Interpersonal Communication; Entertainment; Film Entertainment; Games, Gaming, and Gambling; Music Entertainment; Investment; Investment Portfolio; Price; Revenue; Geographic Scope; Cross-Cultural and Cross-Border Issues; Global Strategy; Multinational Firms and Management; Globalized Markets and Industries; Business History; Innovation Strategy; Technological Innovation; Business or Company Management; Goals and Objectives; Growth and Development Strategy; Product Positioning; Social Marketing; Network Effects; Market Entry and Exit; Digital Platforms; Industry Growth; Monopoly; Media; Distribution Channels; Service Delivery; Organizational Change and Adaptation; Organizational Structure; Public Ownership; Problems and Challenges; Business and Government Relations; Groups and Teams; Networks; Opportunities; Social and Collaborative Networks; Strategy; Adaptation; Business Strategy; Commercialization; Competition; Competitive Advantage; Competitive Strategy; Cooperation; Corporate Strategy; Diversification; Expansion; Horizontal Integration; Vertical Integration; Information Technology; Internet and the Web; Mobile and Wireless Technology; Applications and Software; Information Infrastructure; Value Creation; Emerging Markets; Product Development; Segmentation; Business Units; Communication; Profit; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Asia; China; Canton (province, China)
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Wells, John R., and Gabriel Ellsworth. "Tencent." Harvard Business School Teaching Note 718-457, November 2017.
  • Web

Faculty & Advisors | MBA

M.D. MS/MBA Program Faculty Co-Chair for MS Professor of Stem Cell and Regenerative Biology at Harvard University, Chief of Pathways Consult Service at Massachusetts General Hospital Douglas Melton, Ph.D. MS/MBA Program Faculty Co-Chair... View Details
  • 06 Feb 2018
  • First Look

First Look at New Research and Ideas: February 6, 2018

notifications for the specific product before. Moreover, low service providers improve their service. At the same time, there is an increase in opportunistic behavior among top retailers, retailers that received notifications for other... View Details
  • Program

Transforming Customer Experiences

understanding of how to serve your customer base Develop a customer experience strategy Respond nimbly to market shifts and emerging competition Ensure consistent, high-quality service delivery Improve the... View Details
  • April 2012
  • Article

Addressing the Leadership Gap in Medicine: Residents' Need for Systematic Leadership Development Training

By: Daniel Mark Blumenthal, Kenneth Richard Lee Bernard, Jordan David Bohnen and Richard Bohmer
All clinicians take on leadership responsibilities when delivering care. Evidence suggests that effective clinical leadership yields superior clinical outcomes. However, few residency programs systematically teach all residents how to lead, and many clinicians are... View Details
Keywords: Health Care and Treatment; Service Delivery; Leadership Development; Training; Programs; Practice
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Blumenthal, Daniel Mark, Kenneth Richard Lee Bernard, Jordan David Bohnen, and Richard Bohmer. "Addressing the Leadership Gap in Medicine: Residents' Need for Systematic Leadership Development Training." Academic Medicine 87, no. 4 (April 2012).
  • November 2004 (Revised September 2007)
  • Case

The Mitchell Family and Mitchells/Richards

By: Amy C. Edmondson, John A. Davis, Corey B. Hajim and Kelly Mulderry
Describes a small, luxury retail chain's operational sophistication achieved through the use of technology and "high-touch" customer service. A family-run business, Mitchells has built its success with a customer service strategy known internally as "hugging." The term... View Details
Keywords: Family Business; Customer Relationship Management; Knowledge Management; Service Delivery; Organizational Culture; Expansion; Information Technology; Retail Industry
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Edmondson, Amy C., John A. Davis, Corey B. Hajim, and Kelly Mulderry. "The Mitchell Family and Mitchells/Richards." Harvard Business School Case 605-047, November 2004. (Revised September 2007.)
  • September 1993 (Revised January 1996)
  • Case

Kumon Educational Institute USA

The vice president of operations at Kuman Educational Institute USA is faced with the pressures of transferring a successful Japanese educational service concept to the United States. Kumon, a for-profit after-school supplementary educative center, specializes in... View Details
Keywords: Service Delivery; Adaptation; Education; Education Industry; Japan; United States
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Loveman, Gary W. "Kumon Educational Institute USA." Harvard Business School Case 694-032, September 1993. (Revised January 1996.)
  • Web

Value-Based Health Care - Institute For Strategy And Competitiveness

the current concepts in how health care delivery systems can grow and deliver value-based health care across geography. See All Presentations In The News Course Trains New Army Musculoskeletal Integrated Practice Unit Teams January 2020... View Details
  • 18 Apr 2013
  • Working Paper Summaries

The Impact of Pooling on Throughput Time in Discretionary Work Settings: An Empirical Investigation of Emergency Department Length of Stay

Keywords: by Hummy Song, Anita L. Tucker & Karen L. Murrell; Health
  • 10 Jun 2008
  • First Look

First Look: June 10, 2008

opportunities being created by information technology and the Internet. The increased emphasis Kelly placed on building leadership consulting services was itself a big change. The case asks what levers Kelly can use, from culture to... View Details
Keywords: Martha Lagace
  • Web

Placement - Doctoral

2021 Placement: Harvard Medical School, Post-Doctoral fellow (2021-2024); University of Pennsylvania, Perelman School of Medicine, Assistant Professor (2024-) Dissertation: The Patient Role in Health Care Service View Details
  • June 2001 (Revised March 2003)
  • Case

Alibris (A)

By: Andrew P. McAfee and Kerry Herman
Alibris is an Internet-era company providing search and fulfillment services for hard-to-find (rare, used, and out-of-print) books. At the time of the case, the company had made decisions to change its revenue model, to become involved in the fulfillment process for... View Details
Keywords: Internet and the Web; Service Delivery; Applications and Software; Problems and Challenges; Books; Service Industry
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McAfee, Andrew P., and Kerry Herman. "Alibris (A)." Harvard Business School Case 601-111, June 2001. (Revised March 2003.)
  • August 2021 (Revised February 2023)
  • Supplement

Fair Park Covid-19 Mass Vaccination Site (B)

By: Willy Shih
This case is an opportunity to apply the methods of the Toyota Production System (TPS) to the analysis of an everyday service application: administering Covid-19 vaccines. It describes the start-up of a drive-up Covid-19 mass vaccination site at the Texas State Fair... View Details
Keywords: Operations Management; Operations Improvement; Operations And Processes; Toyota Production System; COVID-19 Pandemic; Operations; Service Operations; Health Pandemics; Service Delivery; Problems and Challenges; Goals and Objectives; Measurement and Metrics; Health Industry; United States
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Shih, Willy. "Fair Park Covid-19 Mass Vaccination Site (B)." Harvard Business School Supplement 622-004, August 2021. (Revised February 2023.)
  • 2013
  • Working Paper

Increased Speed Equals Increased Wait: The Impact of a Reduction in Emergency Department Ultrasound Order Processing Time

By: Jillian Berry Jaeker, Anita L. Tucker and Michael H. Lee
We exploit an exogenous process change at two emergency departments (EDs) within a health system to test the theory that increasing capacity in a discretionary work setting increases wait times due to additional services being provided to customers as a consequence of... View Details
Keywords: Technology; Demand and Consumers; Service Delivery; Health Care and Treatment; Business Processes; Health Industry
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Berry Jaeker, Jillian, Anita L. Tucker, and Michael H. Lee. "Increased Speed Equals Increased Wait: The Impact of a Reduction in Emergency Department Ultrasound Order Processing Time." Harvard Business School Working Paper, No. 14-033, October 2013.
  • Web

Accounting & Management - Faculty & Research

Financial Reporting ; Social Media ; Banks and Banking ; Financing and Loans ; Investment Portfolio ; Interest Rates ; Debt Securities ; Risk and Uncertainty ; Financial Statements ; Risk Management ; Financial Services Industry ; United... View Details
  • 27 Jan 2015
  • First Look

First Look: January 27

The Effect of Service Quality and Competition on Demand By: Balasubramanian, Karthik, and David F. Drake Abstract—The use of electronic money transfer through cellular networks ("mobile money") is rapidly increasing in the... View Details
Keywords: Sean Silverthorne
  • Article

Earnings and Ratings at Google Answers

By: Benjamin Edelman
I analyze all questions and answers from the inception of the Google Answers service through November 2003, and I find notable trends in answerer behavior: more experienced answerers provide answers with the characteristics askers most value, receiving higher ratings... View Details
Keywords: Service Delivery; Opportunities; Behavior; Value; Jobs and Positions; Wages; Business Earnings
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Edelman, Benjamin. "Earnings and Ratings at Google Answers." Economic Inquiry 50, no. 2 (April 2012): 309–320. (draft as first circulated in 2004.)
  • Program

Strategy for Health Care Delivery—Virtual

book Redefining Health Care—as a template for restructuring health care delivery around value. The process starts with providers and expands into strategies for health plans, employers, suppliers, and governmental entities. By exploring... View Details
Keywords: Health Care; Health Care
  • Article

How Much Is a Reduction of Your Customers' Wait Worth? An Empirical Study of the Fast-Food Drive-Thru Industry Based on Structural Estimation Methods

In many service industries, companies compete with each other on the basis of the waiting time their customers experience, along with other strategic instruments such as the price they charge for their service. The objective of this paper is to conduct an empirical... View Details
Keywords: Customer Satisfaction; Price; Service Delivery; Mathematical Methods; Competition; Service Industry; Service Industry
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Allon, Gad, Awi Federgruen, and Margaret P. Pierson. "How Much Is a Reduction of Your Customers' Wait Worth? An Empirical Study of the Fast-Food Drive-Thru Industry Based on Structural Estimation Methods ." Manufacturing & Service Operations Management 13, no. 4 (Fall 2011).
  • January 2010 (Revised February 2010)
  • Case

IBM Retail Business Assessment at Dillard's, Inc.: Managing Staffing Levels to Improve Conversion

This case illustrates the challenges associated with matching staffing levels with variable workload in retail stores and highlights how decisions related to staffing and scheduling affect operational performance and the quality of labor at the stores. The case... View Details
Keywords: Customer Satisfaction; Employees; Market Transactions; Service Delivery; Service Operations; Performance Improvement; Retail Industry
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Ton, Zeynep. "IBM Retail Business Assessment at Dillard's, Inc.: Managing Staffing Levels to Improve Conversion." Harvard Business School Case 610-051, January 2010. (Revised February 2010.)
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