Service Quality And Standards Department - Publications - Faculty & Research

12 Mar 2019
First Look

New Research and Ideas, March 12, 2019

Proceedings: Innovations, Quality & Outcomes A Time-Driven Activity-Based Costing Analysis of Emergency Department Scribes By: Kaplan, Robert S., Heather A. Heaton, David M. Nestler, William J. Barry,... View Details

Keywords: Dina Gerdeman

September–October 2013
Article

The Role of Organizational Scope and Governance in Strengthening Private Monitoring

By: Lamar Pierce and Michael W. Toffel

Governments and other organizations often outsource activities to achieve cost savings from market competition. Yet such benefits are often accompanied by poor quality resulting from moral hazard, which can be particularly onerous when outsourcing the monitoring and... View Details

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26 Apr 2012
Working Paper Summaries

What Makes a Critic Tick? Connected Authors and the Determinants of Book Reviews

Keywords: by Loretti I. Dobrescu, Michael Luca & Alberto Motta; Information; Publishing

25 Jun 2024
News

On the Move: Alexis DePree (MBA 2007)

When Nordstrom announced the promotion of Alexis DePree (MBA 2007) to COO in early June, media outlets noted DePree’s expanded, end-to-end role in managing operations and customer experience in an increasingly complex retail environment. DePree joined Nordstrom in... View Details

Keywords: retail; customer service; supply chain management; career experience; Retail Trade

18 Apr 2018
First Look

First Look at New Research and Ideas, April 18, 2018

the types of businesses started by immigrants and the quality of jobs created by their firms. First-generation immigrants create about 25% of new firms in the United States, but this share exceeds 40% in... View Details

Keywords: Sean Silverthorne

November 2022
Case

The Battle Among Channels for Marketing Pharmaceuticals: UpScript, Pharmacy Benefit Managers, and Direct-to-Consumer Sales

By: Regina E. Herzlinger and Tiffany Farrell

Can an online, direct-to-consumer pharmacy both improve the quality and speed of care for patients who need branded drugs and stabilize profits for pharmaceutical manufacturers? UpScript, after years spent achieving legal and regulatory compliance and simultaneous... View Details

Keywords: DTC; Internet and the Web; Marketing Channels; Customer Value and Value Chain; Governing Rules, Regulations, and Reforms; Competitive Strategy; Service Delivery; Growth and Development Strategy; Pharmaceutical Industry; Health Industry; Retail Industry

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30 Oct 2018
First Look

New Research and Ideas, October 30, 2018

https://www.hbs.edu/faculty/Pages/item.aspx?num=55179 When Harry Fired Sally: The Double Standard in Punishing Misconduct By: Egan, Mark, Gregor Matvos, and Amit Seru Abstract—We examine gender differences... View Details

Keywords: Dina Gerdeman

09 Jul 2020
Research & Ideas

It’s Time to Reset Decision-Making in Your Organization

James Lemoine, an assistant professor in the Organization and Human Resources Department of the School of Management at the University at Buffalo, have written extensively on VUCA, View Details

Keywords: by Boris Groysberg and Sarah Abbott

July 2010 (Revised September 2011)
Background Note

Hiring Professionals in China: A Practitioner's Guide

By: Heidi K. Gardner

This note outlines how leading professional service firms operating in China revise their standard hiring practices to fit local challenges and customs. Based on interviews with professionals in a number of established accounting, strategy consulting, and executive... View Details

Keywords: Talent and Talent Management; Globalized Firms and Management; Employees; Selection and Staffing; Service Industry; China

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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

08 Jan 2019
First Look

New Research and Ideas, January 8, 2019

to deliver high-quality goods or services in a cost-effective manner. This concept has become increasingly relevant to cardiac catheterization laboratories, as insurers move away from fee-for-service reimbursement View Details

Keywords: Dina Gerdeman

W. Earl Sasser

Earl Sasser is a Baker Foundation Professor at Harvard Business School and has been a member of the faculty there since 1969. He received a B.A. in Mathematics from Duke University in 1965, an MBA from the University of North Carolina in 1967, and a Ph.D. in... View Details

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

13 Jul 2016
HBS Case

How Uber, Airbnb, and Etsy Attracted Their First 1,000 Customers

quality service and then do the marketing for you,” says Teixeira. Etsy also pursued a decidedly non-scalable strategy in finding the right eggs with which to launch its... View Details

Keywords: by Michael Blanding; Service; Service; Service

24 Feb 2022
Op-Ed

Want to Prevent the Next Hospital Bed Crisis? Enlist the SEC

billing rule that hospitals had ignored, it imposed a tangle of new requirements and directed the US Department of Health and Human Services... View Details

Keywords: by Regina Herzlinger and Richard Boxer; Health

Web

Publications - Institute For Strategy And Competitiveness

care for specific events.... June 2021 The CMS New Rule on Ambulatory Surgical Centers Earns Only Partial Credit by Junaid Nabi and Robert S. Kaplan The Centers of Medicare and Medicaid View Details

01 Dec 1999
News

Christensen and Vernon Remembered

and books, including Teaching and the Case Method. The recipient of numerous honors, Christensen received the HBS Distinguished Service Award in 1993. The Harvard MBA Class of... View Details

27 Jun 2005
Research & Ideas

Asian and American Leadership Styles: How Are They Unique?

model for the head of a company is the corporate CEO. In China and Chinese-related businesses it is the head of the family. In France it remains the military general. In Japan it is the consensus builder. In Germany today it is the... View Details

Keywords: by D. Quinn Mills

October 1988 (Revised May 1990)
Case

Ford Motor Co.: The Product Warranty Program (A)

Raises powerful issues concerning product warranty policy as a strategic marketing variable. Also raises several exciting issues concerning the role of product policy in competitive battles, product line issues, interfunctional coordination issues, and some ethical... View Details

Keywords: Competition; Marketing Strategy; Insurance; Product; Policy; Manufacturing Industry; Auto Industry; United States

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