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Show Results For
- All HBS Web
(6,165)
- People (20)
- News (813)
- Research (4,680)
- Events (2)
- Multimedia (5)
- Faculty Publications (3,887)
- July 2018
- Case
LIXIL Group Corporation: Building a New Company in an Old Industry
By: Boris Groysberg and Akiko Kanno
In the spring of 2018, Kinya Seto, president and CEO of LIXIL Group Corporation, a major housing and building products and services company, called a meeting at the company’s head office in central Tokyo to discuss how to implement the new three-year strategic plan.... View Details
Keywords: Turnaround; Leadership And Change Management; Consolidation; Change Management; Leadership; Global Strategy; Business Model; Consumer Products Industry; Consumer Products Industry; Japan
Groysberg, Boris, and Akiko Kanno. "LIXIL Group Corporation: Building a New Company in an Old Industry." Harvard Business School Case 419-009, July 2018.
- October 2022 (Revised August 2024)
- Case
Cigna-Express Scripts: Can a Vertical Merger Rescue an Industry Under Attack?
By: Leemore Dafny
In Fall 2019, Cigna Corporation – a global health services company with a significant presence in the U.S. employer-sponsored health insurance market - was digesting its $54 billion acquisition of Express Scripts, Inc. (ESI), a pharmacy benefit manager (PBM)... View Details
Dafny, Leemore. "Cigna-Express Scripts: Can a Vertical Merger Rescue an Industry Under Attack?" Harvard Business School Case 323-038, October 2022. (Revised August 2024.)
- June 2017
- Teaching Note
Succession Planning at Samsung: The Merger Formula of Cheil Industries and Samsung C&T
By: Gwen Yu
A merger deal of two Samsung group companies becomes a center of a corruption scandal. The merger of Cheil Industries and Samsung C&T was seen as a crucial step to transfer power to Lee Jae Yong, the heir of Samsung group. The deal was criticized to purposefully... View Details
- October 2004
- Teaching Note
Keane's Acquisition of Metro Information Services (A) and (B) TN
By: Francisco de Asis Martinez-Jerez
Teaching Note to (9-103-042) and (9-105-026). View Details
- February 2005
- Article
An Econometric Analysis of Inventory Turnover Performance in Retail Services
By: Vishal Gaur, Marshall L. Fisher and Ananth Raman
Gaur, Vishal, Marshall L. Fisher, and Ananth Raman. "An Econometric Analysis of Inventory Turnover Performance in Retail Services." Management Science 51, no. 2 (February 2005): 181–194.
- March 2018 (Revised March 2019)
- Technical Note
Control or Flexibility? Structured Empowerment Offers Both — Lessons from Retail & Service Chains
By: Tatiana Sandino
This note explains how several retail and service organizations use a practice described here as “structured empowerment” to balance control and flexibility as they grow. I define structured empowerment as a practice that grants employees both (a) the power to make... View Details
Keywords: Service Operations; Standards; Employees; Service Delivery; Decision Making; Power and Influence; Retail Industry; Retail Industry
Sandino, Tatiana. "Control or Flexibility? Structured Empowerment Offers Both — Lessons from Retail & Service Chains." Harvard Business School Technical Note 118-082, March 2018. (Revised March 2019.)
- Teaching Interest
Transforming Customer Experiences - Executive Education
By: Ryan W. Buell
In today's fast-growing service sector, a new set of frameworks are required to build a robust and competitive service business. Transforming Customer Experiences draws upon the latest research and insights to equip senior managers with a new toolkit for leading... View Details
- April 2015 (Revised June 2020)
- Case
Comcast Corporation (A)
In March 2015, the U.S. television industry received a major wake-up call. HBO, a premium cable channel with over 30 million subscribers, had announced it would begin offering a standalone streaming service. This new service would allow customers to bypass the cable... View Details
Keywords: Cable Television; HBO; Industry Evolution; Television Entertainment; Disruption; Business Model; Competitive Strategy; Media and Broadcasting Industry
Gupta, Sunil, Henry McGee, Felix Oberholzer-Gee, and Margaret L. Rodriguez. "Comcast Corporation (A)." Harvard Business School Case 715-457, April 2015. (Revised June 2020.)
- June 1987 (Revised May 1992)
- Case
Carolina Power & Light Co.: Customer and Operating Services Group
By: Frank V. Cespedes
Cespedes, Frank V. "Carolina Power & Light Co.: Customer and Operating Services Group." Harvard Business School Case 587-179, June 1987. (Revised May 1992.)
- October 1996
- Case
Union Bank of Switzerland: Strategic Options When Outsourcing ATM Services
By: Richard L. Nolan and Robert S. Borsi
Nolan, Richard L., and Robert S. Borsi. "Union Bank of Switzerland: Strategic Options When Outsourcing ATM Services." Harvard Business School Case 397-013, October 1996.
- December 2018
- Article
Ideological Misfit? Political Affiliation and Employee Departure in the Private-Equity Industry
By: Y. Sekou Bermiss and Rory McDonald
Though organizations are increasingly active participants in the political realm, little research has investigated how an organization’s heightened focus on political ideology impacts employees. We address this gap by exploring how an individual’s political ideological... View Details
Keywords: Values and Beliefs; Employees; Organizational Culture; Resignation and Termination; Financial Services Industry; United States
Bermiss, Y. Sekou, and Rory McDonald. "Ideological Misfit? Political Affiliation and Employee Departure in the Private-Equity Industry." Academy of Management Journal 61, no. 6 (December 2018): 2182–2209.
- 16 Jul 2020
- Research & Ideas
Restaurant Revolution: How the Industry Is Fighting to Stay Alive
treating their employees well is the best way for them to ensure that customers’ concerns about safety are front of mind in every aspect of service while maintaining high standards for hospitality. Restaurant implementation of highly... View Details
- 17 Apr 2017
- News
Panera-bred Leaders Have Risen Throughout the Restaurant Industry
As Ron Shaich (MBA 1978) grew Au Bon Pain and then the Panera Bread Company into the nation’s largest “fast casual” chain, he was also shaping a team of highly skilled restaurant executives. A recent article in the Boston Globe traces the lineage of these... View Details
- 22 May 2020
- Blog Post
Reflections on Service - Armed Forces Alumni Association Student Profiles
backdrop of every aspect of my military career. However, what my HBS journey has shown me thus far is that the military doesn’t hold a monopoly on service. In fact, service as a value should be something that pervades across all View Details
- 2019
- Working Paper
The Customer May Not Always Be Right: Customer Compatibility and Service Performance
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the... View Details
Keywords: Customer Compatibility; Satisfaction; Profitability; Customer Relationship Management; Service Operations; Customer Satisfaction; Banking Industry; Banking Industry
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "The Customer May Not Always Be Right: Customer Compatibility and Service Performance." Harvard Business School Working Paper, No. 16-091, February 2016. (Revised December 2019.)
- April 1995 (Revised November 1996)
- Teaching Note
Aravind Eye Hospital, Madurai, India: In Service for Sight TN
Teaching Note for (9-593-098). View Details
- March 2014 (Revised September 2017)
- Case
salaUno: Eliminating Needless Blindness in Mexico
By: Richard Hamermesh, Regina Garcia Cueller and Valeria Moy
In May 2013 the co-founders and co-CEOs of salaUno, Javier Okhuysen and Carlos Orellana, were encouraged by the results of their fledgling start-up. salaUno was founded as a for-profit enterprise in order to have the capital needed for rapid growth and to fulfill its... View Details
Keywords: Medical Services; Developing Countries; Developing Markets; Health Care Industry; Health Services; Healthcare Ventures; Healthcare Startups; Health Care and Treatment; Health; Business Startups; Developing Countries and Economies; Growth and Development Strategy; Health Industry; Mexico; Mexico City
Hamermesh, Richard, Regina Garcia Cueller, and Valeria Moy. "salaUno: Eliminating Needless Blindness in Mexico." Harvard Business School Case 814-041, March 2014. (Revised September 2017.)
- July 2009 (Revised July 2011)
- Technical Note
Note on Capital in the U.S. Financial Industry
By: Clayton S. Rose, Scott Waggoner and Sally Canter Ganzfried
This note was created to supplement classroom discussion in the EC course "Managing the Financial Firm" and provides background for exploring issues general managers in financial firms face in considering appropriate capital levels. View Details
Rose, Clayton S., Scott Waggoner, and Sally Canter Ganzfried. "Note on Capital in the U.S. Financial Industry." Harvard Business School Technical Note 310-005, July 2009. (Revised July 2011.)
- August 2020 (Revised December 2020)
- Case
Satrix: Competing in the Passive Asset Management Industry in South Africa
By: Mark Egan, Pippa Tubman Armerding and Dilyana Karadzhova Botha
In late 2017, Satrix, one of the largest passive asset management firms in South Africa and a pioneer in the industry since 2000, had to decide its strategy going forward in a market where passive asset management had become increasingly commoditized and... View Details
Keywords: Asset Management; Investment Funds; Competition; Competitive Strategy; Financial Services Industry; South Africa; Africa
Egan, Mark, Pippa Tubman Armerding, and Dilyana Karadzhova Botha. "Satrix: Competing in the Passive Asset Management Industry in South Africa." Harvard Business School Case 221-020, August 2020. (Revised December 2020.)
- 24 Nov 2020
- Working Paper Summaries