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Show Results For
- All HBS Web
(11,975)
- People (51)
- News (3,413)
- Research (6,412)
- Events (24)
- Multimedia (86)
- Faculty Publications (4,959)
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- February 1989
- Case
Gleason Components Group (B): Total Service Certification
Balaguer, Nancy S. "Gleason Components Group (B): Total Service Certification." Harvard Business School Case 189-137, February 1989.
- November 2002 (Revised March 2007)
- Case
Keane's Acquisition of Metro Information Services (A)
By: Francisco de Asis Martinez-Jerez
On August 21, 2001, Keane, Inc. announced the acquisition of Metro Information Services, Inc. This case analyzes the challenges facing firms and examines transactions whose major source of value creation hinges on intangible assets (e.g., people or knowledge). View Details
Keywords: Mergers and Acquisitions; Value Creation; Goodwill Accounting; Problems and Challenges; Information Technology Industry; Consulting Industry
Martinez-Jerez, Francisco de Asis. "Keane's Acquisition of Metro Information Services (A)." Harvard Business School Case 103-042, November 2002. (Revised March 2007.)
- September 2000 (Revised October 2002)
- Background Note
Professional Services Module Seven: Becoming a Professional
By: Thomas J. DeLong, Ashish Nanda and Scot H. Landry
Discusses strategies for balancing private and professional life. View Details
DeLong, Thomas J., Ashish Nanda, and Scot H. Landry. "Professional Services Module Seven: Becoming a Professional." Harvard Business School Background Note 801-013, September 2000. (Revised October 2002.)
- November 2006
- Article
Breaking the Trade-Off Between Efficiency and Service
By: Frances X. Frei
Keywords: Performance Efficiency
Frei, Frances X. "Breaking the Trade-Off Between Efficiency and Service." Harvard Business Review 84, no. 11 (November 2006): 92–101.
- 01 Oct 2007
- Working Paper Summaries
Team Familiarity, Role Experience, and Performance:Evidence from Indian Software Services
- April 1990 (Revised November 1992)
- Case
Population Services International: The Social Marketing Project in Bangladesh (Abridged)
By: James E. Austin
Population Services International (PSI) was a not-for-profit agency founded to disseminate family planning information and to market birth control products, primarily in less developed countries seeking to curb their population explosions. In 1976, PSI concluded an... View Details
Keywords: Conferences; Developing Countries and Economies; Information Publishing; Growth and Development Strategy; Marketing Strategy; Social Marketing; Agreements and Arrangements; Product; Nonprofit Organizations; Pharmaceutical Industry; Bangladesh; Washington (state, US)
Austin, James E. "Population Services International: The Social Marketing Project in Bangladesh (Abridged)." Harvard Business School Case 590-061, April 1990. (Revised November 1992.)
- April 2006
- Teaching Note
Stephen Brown at John Hancock Financial Services (TN)
By: Robin J. Ely
Keywords: Financial Services Industry
- 18 Aug 2011
- Working Paper Summaries
Non-Audit Services and Financial Reporting Quality: Evidence from 1978-1980
- January 2009 (Revised February 2009)
- Case
F-Secure Corporation: Software as a Service (SaaS) in the Security Solutions Market
By: Lynda M. Applegate, Robert D. Austin, Kalle Lyytinen, Esko Penttinen and Timo Saarinen
Describes the development of a business model based on "software as a service" (SaaS) for security solution distributed through Internet Service Providers (ISPs). F-Secure disruptively entered a mature business with dominant players by executing an innovative new... View Details
Keywords: Business Growth and Maturation; Business Model; Disruptive Innovation; Service Delivery; Internet; Information Technology Industry
Applegate, Lynda M., Robert D. Austin, Kalle Lyytinen, Esko Penttinen, and Timo Saarinen. "F-Secure Corporation: Software as a Service (SaaS) in the Security Solutions Market." Harvard Business School Case 809-099, January 2009. (Revised February 2009.)
- August 1986 (Revised February 1991)
- Supplement
Population Services International: The Social Marketing Project in Bangladesh, Video
Population Services International, a not-for-profit agency founded to promote family planning information and to market birth control products, had an agreement with the government of Bangladesh to conduct a social marketing program using modern marketing techniques to... View Details
Keywords: Social Marketing; Health; Advertising; Marketing; Nonprofit Organizations; Government and Politics; Agreements and Arrangements; Health Industry; Bangladesh
Rangan, V. Kasturi. "Population Services International: The Social Marketing Project in Bangladesh, Video." Harvard Business School Video Supplement 887-506, August 1986. (Revised February 1991.)
- July 2008 (Revised December 2011)
- Supplement
ghSMART(-er) & Co., 2008: Pioneering in Professional Services
By: Noam T. Wasserman and Ashraf Haque
Geoff Smart, founder and CEO of ghSMART & Co., wanted to build ghSMART into the #1 management-assessment firm for CEOs and investors. However, he had just received two pieces of very bad news: the demise of an existing project and the loss of a $1 million engagement he... View Details
Keywords: Business Ventures; Managerial Roles; Organizational Structure; Problems and Challenges; Loss; Motivation and Incentives; Service Industry
Wasserman, Noam T., and Ashraf Haque. "ghSMART(-er) & Co., 2008: Pioneering in Professional Services." Harvard Business School Supplement 809-025, July 2008. (Revised December 2011.)
- January/February 2004
- Article
Cheaper, Faster, Easier: Disruption in the Service Sector
By: Clayton M. Christensen and Scott D. Anthony
- August 2013
- Teaching Plan
Zappos.com 2009: Clothing, Customer Service and Company Culture
By: Frances X. Frei and Annelena Lobb
Frei, Frances X., and Annelena Lobb. "Zappos.com 2009: Clothing, Customer Service and Company Culture." Harvard Business School Teaching Plan 614-021, August 2013.
- 2006
- Chapter
Consumer-Driven Healthcare: Transforming the Delivery of Health Services
By: R. E. Herzlinger
Herzlinger, R. E. "Consumer-Driven Healthcare: Transforming the Delivery of Health Services." In Futurescan: Healthcare Trends and Implications, 2006 2011, 13–20. Health Administration Press, 2006.
- June 1988 (Revised February 1989)
- Case
Amalgamated Aluminum Pigments Division: The Technical Service Conundrum
Shapiro, Benson P. "Amalgamated Aluminum Pigments Division: The Technical Service Conundrum." Harvard Business School Case 588-078, June 1988. (Revised February 1989.)
- September 2018
- Article
Discretionary Task Ordering: Queue Management in Radiological Services
By: Maria Ibanez, Jonathan R. Clark, Robert S. Huckman and Bradley R. Staats
Work-scheduling research typically prescribes task sequences implemented by managers. Yet employees often have discretion to deviate from their prescribed sequence. Using data from 2.4 million radiological diagnoses, we find that doctors prioritize similar tasks... View Details
Keywords: Discretion; Scheduling; Queue; Healthcare; Learning; Experience; Decentralization; Operations; Service Operations; Service Delivery; Performance; Performance Effectiveness; Performance Efficiency; Performance Improvement; Performance Productivity; Decisions; Time Management; Cost vs Benefits; Health Industry
Ibanez, Maria, Jonathan R. Clark, Robert S. Huckman, and Bradley R. Staats. "Discretionary Task Ordering: Queue Management in Radiological Services." Management Science 64, no. 9 (September 2018): 4389–4407. (Working paper available here. Winner of the 2017 Best Paper Competition of the POMS College of Healthcare Operations Management. Featured in Forbes, Quartz, and Inc.)
- 1991
- Article
Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications
By: Leonard A. Schlesinger and Jeffrey Zornitsky
Survey data from 1,277 employees and 4,269 customers of a personal lines insurance organization were analyzed with the following results: (a) employee perceptions of service quality are positively related to both job satisfaction and self-perceived service capability;... View Details
Schlesinger, Leonard A., and Jeffrey Zornitsky. "Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications." Human Resource Planning 14, no. 2 (1991): 141–149.
- Research Summary
Ownership Qutotient: Putting the Service Profit Chain for Unbeatable Competitive Advantage
By: W. Earl Sasser
Professors Jim Heskett and Earl Sasser, in collaboration with Joe Wheeler have been examining cuatomer and employee ownership behaviors which have a profound impact on long term profit and growth. Their findings are published in Ownership Quotient:... View Details
- 1994
- Chapter
Taco Bell Corporation: A Case of Service Leadership
By: Roger Hallowell and Leonard A. Schlesinger
- September 2020
- Article
The Gig Economy Beyond Local Services and Transportation
By: Christopher Stanton and Catherine Thomas
Stanton, Christopher, and Catherine Thomas. "The Gig Economy Beyond Local Services and Transportation." CESifo Forum 21, no. 3 (September 2020): 21–26.