Filter Results:
(7,212)
Show Results For
- All HBS Web
(7,212)
- People (50)
- News (2,596)
- Research (3,468)
- Events (12)
- Multimedia (13)
- Faculty Publications (1,838)
Show Results For
- All HBS Web
(7,212)
- People (50)
- News (2,596)
- Research (3,468)
- Events (12)
- Multimedia (13)
- Faculty Publications (1,838)
Uncommon Service
Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance – for as long as it takes to calm the customer down and fix whatever foul-up... View Details
- Article
Doing Business with Strangers: Reputation in Online Service Marketplaces
By: Antonio Moreno and Christian Terwiesch
Online service marketplaces allow service buyers to post their project requests and service providers to bid for them. To reduce the transactional risks, marketplaces typically track and publish previous seller performance. By analyzing a detailed transactional data... View Details
Moreno, Antonio, and Christian Terwiesch. "Doing Business with Strangers: Reputation in Online Service Marketplaces." Information Systems Research 25, no. 4 (December 2014): 865–886.
- Article
Modes of Technology Transfer as a Function of Position in the Research-Development-Technical Service Spectrum
By: Michael Tushman and T. J. Allen
Tushman, Michael, and T. J. Allen. "Modes of Technology Transfer as a Function of Position in the Research-Development-Technical Service Spectrum." Academy of Management Journal 22, no. 4 (December 1979): 694–708.
- October 2008 (Revised February 2012)
- Case
Amazon Web Services
By: Robert S. Huckman, Gary P. Pisano and Liz Kind
Considers the development of Amazon Web Services (AWS), a division of Amazon.com, Inc., specializing in the provision of web-based storage and computing services to web developers. The case focuses on the issues facing Andy Jassy, the head of AWS, in 2008 as AWS faces... View Details
Keywords: Price; Market Entry and Exit; Service Operations; Competition; Diversification; Web Services Industry; Web Services Industry
Huckman, Robert S., Gary P. Pisano, and Liz Kind. "Amazon Web Services." Harvard Business School Case 609-048, October 2008. (Revised February 2012.)
- 03 Feb 2003
- Research & Ideas
Web Services
Before this can occur, however, issues such as complexity of installation and management, software quality, and cost must be addressed. Some other unsolved problems, Scott added, are quality of service and... View Details
- 01 Apr 2002
- News
Charting the Luminary Leadership in Professional Service Firms
priorities of the business.” Because this alignment is difficult to accomplish, they argue, “it creates a powerful competitive advantage.” How does a professional service firm... View Details
Service Productivity Management
Here is an in-depth guide to the most powerful available benchmarking technique for improving service organization performance — Data Envelopment Analysis (DEA). The book outlines DEA as a benchmarking technique, identifies high cost service units, isolates... View Details
- 24 Apr 2006
- Research & Ideas
Managing Alignment as a Process
corporate synergies should be defined at the top and realized in the business units. Just as the CFO coordinates the budgeting process, a senior executive should coordinate the alignment process—a... View Details
- Article
Employee Selection as a Control System
By: Dennis Campbell
Theories from the economics, management control, and organizational behavior literatures predict that when it is difficult to align incentives by contracting on output, aligning preferences via employee selection may provide a useful alternative. This study... View Details
Keywords: Management Systems; Governance Controls; Employees; Selection and Staffing; Motivation and Incentives; Decision Making; Business Model
Campbell, Dennis. "Employee Selection as a Control System." Journal of Accounting Research 50, no. 4 (September 2012): 931–966.
- February 2000 (Revised April 2005)
- Case
Gray Security: Building a South African Services Firm
Describes Gray Security Services, an entrepreneurial South African firm that has recently gone through a financial restructuring with the help of Brait Capital Partners, a private equity firm. Gray provides complete security services to companies in South Africa, other... View Details
Keywords: Initial Public Offering; Entrepreneurship; Equity; Growth and Development Strategy; Service Industry; South Africa
Kuemmerle, Walter, William J. Coughlin Jr., and Chad S Ellis. "Gray Security: Building a South African Services Firm." Harvard Business School Case 800-193, February 2000. (Revised April 2005.)
- 2008
- Working Paper
Contracting for Servicizing
Servicizing, a novel business practice that sells product functionality rather than products, has been touted as an environmentally beneficial business practice. This paper describes how servicizing transactions mitigate some problems associated with sales... View Details
Keywords: Customer Focus and Relationships; Contracts; Market Transactions; Service Delivery; Service Operations; Sales
Toffel, Michael W. "Contracting for Servicizing." Harvard Business School Working Paper, No. 08-063, February 2008. (February 2008.)
- 2006
- Book
Service Productivity Management: Improving Service Performance Using Data Envelopment Analysis
By: H. David Sherman and Joe Zhu
Here is an in-depth guide to the most powerful available benchmarking technique for improving service organization performance—Data Envelopment Analysis (DEA). The book outlines DEA as a benchmarking technique, identifies high cost service units, isolates specific... View Details
Sherman, H. David, and Joe Zhu. Service Productivity Management: Improving Service Performance Using Data Envelopment Analysis. Boston, MA: Springer, 2006.
- 11 Apr 2000
- Research & Ideas
Financial Services 24/7
week for it to clear will be equally unfathomable. Technology is transforming the banking industry so rapidly that anything less than around-the-clock electronic access to bank accounts seems unthinkable. While predictions vary widely... View Details
Keywords: by Susan Young
- 01 Sep 2013
- News
Beantown as a Beacon
replicated elsewhere. Here are a few Boston-born ideas highlighted by the event's panelists that appear ready for export. TWO BIRDS, ONE JOB Attacking poverty and a national labor shortage While serving... View Details
- 2010
- Working Paper
Employee Selection as a Control System
By: Dennis Campbell
Theories from the economics, management control, and organizational behavior literatures predict that when it is difficult to align incentives by contracting on output, aligning preferences via employee selection may provide a useful alternative. This study... View Details
Keywords: Accounting; Decision Making; Governance Controls; Employees; Selection and Staffing; Management Systems; Financial Services Industry
Campbell, Dennis. "Employee Selection as a Control System." Harvard Business School Working Paper, No. 11-021, August 2010. (Revised September 2010, April 2012.)
- 11 Jun 2013
- News
‘Financialization’ as a Cause of Economic Malaise
- Web
Running a Program/Submitting a Job - Research Computing Services
of CPUs). These are submitted to and run as either interactive or batch jobs under the LSF scheduler, depending on which interface you use. Please refer to the subsections below for detailed instructions on how to run the default... View Details
- 11 Feb 2015
- News
Dedicated to a public service mission
Wrendon Hunt (MBA 2012) was raised to be an upstander. “My father always talked about serving causes greater than ourselves,” says Hunt, who is a 2014–2015 White House Fellow. He describes his yearlong appointment at the Department of... View Details
- 2018
- Article
Service Operations: What's Next?
By: Joy M. Field, Liana Victorino, Ryan W. Buell, Michael J. Dixon, Susan M. Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda Roth, Enrico Secchi and Jie J. Zhang
The purpose of this article is to present exciting and innovative research questions in service operations that are aligned with eight key themes and related topics determined by the Journal of Service Management (JOSM) Service Operations Expert Research Panel.... View Details
Field, Joy M., Liana Victorino, Ryan W. Buell, Michael J. Dixon, Susan M. Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda Roth, Enrico Secchi, and Jie J. Zhang. "Service Operations: What's Next?" Journal of Service Management 29, no. 1 (2018): 55–97.
- 13 Oct 2010
- Working Paper Summaries