Skip to Main Content
HBS Home
  • About
  • Academic Programs
  • Alumni
  • Faculty & Research
  • Baker Library
  • Giving
  • Harvard Business Review
  • Initiatives
  • News
  • Recruit
  • Map / Directions
Faculty & Research
  • Faculty
  • Research
  • Featured Topics
  • Academic Units
  • …→
  • Harvard Business School→
  • Faculty & Research→
  • Research
    • Research
    • Publications
    • Global Research Centers
    • Case Development
    • Initiatives & Projects
    • Research Services
    • Seminars & Conferences
    →
  • Publications→

Publications

Publications

Filter Results: (3,339) Arrow Down
Filter Results: (3,339) Arrow Down Arrow Up

Show Results For

  • All HBS Web  (3,339)
    • People  (3)
    • News  (748)
    • Research  (2,183)
    • Events  (10)
    • Multimedia  (9)
  • Faculty Publications  (1,101)

Show Results For

  • All HBS Web  (3,339)
    • People  (3)
    • News  (748)
    • Research  (2,183)
    • Events  (10)
    • Multimedia  (9)
  • Faculty Publications  (1,101)
← Page 2 of 3,339 Results →
  • December 2015
  • Case

IDEO: Human-Centered Service Design

By: Ryan W. Buell and Andrew Otazo
The case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and processes. It is an example of what managers can do to make their own organizations more innovative. In reaction to a rapidly changing competitive landscape,... View Details
Keywords: Design Thinking; Innovation; Service Management; Service; Design; Service Delivery; Innovation and Management; Entertainment and Recreation Industry; Peru
Citation
Educators
Purchase
Related
Buell, Ryan W., and Andrew Otazo. "IDEO: Human-Centered Service Design." Harvard Business School Multimedia/Video Case 615-703, December 2015.
  • May 2013
  • Supplement

Transport Corporation of India (C): Dealing with Shortcomings in Service Quality

By: V.G. Narayanan and Saloni Chaturvedi
Transport Corporation of India was a logistics company that provided multi-modal transport solutions to its customers. Set up in 1958, TCI had grown from a 'one man, one truck, one office' set-up to a company with revenues of $400 million in half a century. TCI's... View Details
Keywords: Transportation; Transportation Industry; India
Citation
Purchase
Related
Narayanan, V.G., and Saloni Chaturvedi. "Transport Corporation of India (C): Dealing with Shortcomings in Service Quality." Harvard Business School Supplement 113-132, May 2013.
  • February 2016 (Revised February 2020)
  • Teaching Note

Oberoi Hotels: Train Whistle in the Tiger Reserve

By: Ryan W. Buell and Ananth Raman
Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality sensitive guests in the world. The case considers the challenge of how an organization with a standardized service model can repeatedly delight... View Details
Keywords: Service Quality; Service Management; Service Quality Competition; Customer Management; Customer Service Excellence; Employee Empowerment; Employee Engagement; Employee Training; Hospitality; Hotel Industry; Service Delivery; Service Operations; Customer Satisfaction; Employees; Training; Quality; Accommodations Industry; India
Citation
Purchase
Related
Buell, Ryan W., and Ananth Raman. "Oberoi Hotels: Train Whistle in the Tiger Reserve." Harvard Business School Teaching Note 616-044, February 2016. (Revised February 2020.)
  • November 2015 (Revised February 2020)
  • Teaching Note

IDEO: Human-Centered Service Design

By: Ryan W. Buell
The case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and processes. It is an example of what managers can do to make their own organizations more innovative. In reaction to a rapidly changing competitive landscape,... View Details
Keywords: Design Thinking; Innovation; Service Management; Service; Design; Service Delivery; Innovation and Management; Entertainment and Recreation Industry; Peru
Citation
Purchase
Related
Buell, Ryan W. "IDEO: Human-Centered Service Design." Harvard Business School Teaching Note 616-038, November 2015. (Revised February 2020.)
  • 2013
  • Working Paper

The Impact of Conformance and Experiential Quality on Healthcare Cost and Clinical Performance

By: Claire Senot, Aravind Chandrasekaran, Peter T. Ward and Anita L. Tucker
The quality of operational processes is an important driver of performance in hospitals. In particular, processes that reliably deliver both evidence-based and patient-centered care, which we call conformance and experiential quality, respectively, have been argued to... View Details
Keywords: Healthcare; Experiential Quality; Conformance Quality; Clinical Outcomes; Cost Efficiency; Quality; Service Operations; Health Care and Treatment; Performance; Outcome or Result; Health Industry
Citation
Read Now
Related
Senot, Claire, Aravind Chandrasekaran, Peter T. Ward, and Anita L. Tucker. "The Impact of Conformance and Experiential Quality on Healthcare Cost and Clinical Performance." Harvard Business School Working Paper, No. 14-024, September 2013.
  • Summer 2025
  • Article

Dynamic Competition for Customer Memberships

By: Cristian Chica, Julian Jimenez-Cardenas and Jorge Tamayo
A competitive two-period membership (subscription) market is analyzed. Two symmetric firms charge a “membership” fee that allows consumers to buy products or services at a given unit price for both periods. Firms can choose between long- or short-term memberships. When... View Details
Keywords: Competitive Price Discrimination; Membership; Dynamic Competition; Competition; Price; Consumer Behavior; Business Model
Citation
Purchase
Related
Chica, Cristian, Julian Jimenez-Cardenas, and Jorge Tamayo. "Dynamic Competition for Customer Memberships." Journal of Economics & Management Strategy 34, no. 2 (Summer 2025): 525–556.
  • September 2013 (Revised February 2016)
  • Case

GlaxoSmithKline: Sourcing Complex Professional Services

By: Heidi K. Gardner and Silvia Hodges Silverstein
Pharmaceutical company GlaxoSmithKline (GSK) uses an innovative new approach to procuring outside legal counsel: it replaces relationship-based selection and law firms' traditional time-based billing with data-driven decision making and an online reverse auction. In... View Details
Keywords: Legal Industry; Procurement; Professional Service Firms; Pricing; Competition; Change Management; Supply Chain Management; Legal Liability; Business Processes; Legal Services Industry; Legal Services Industry
Citation
Educators
Purchase
Related
Gardner, Heidi K., and Silvia Hodges Silverstein. "GlaxoSmithKline: Sourcing Complex Professional Services." Harvard Business School Case 414-003, September 2013. (Revised February 2016.)
  • September 1997 (Revised January 1998)
  • Teaching Note

Indianapolis: Implementing Competition in City Services TN

By: William J. Bruns Jr.
Teaching Note for (9-196-099). View Details
Keywords: Competition; City; Indiana
Citation
Purchase
Related
Bruns, William J., Jr. "Indianapolis: Implementing Competition in City Services TN." Harvard Business School Teaching Note 198-028, September 1997. (Revised January 1998.)
  • January 2015 (Revised March 2015)
  • Case

Oberoi Hotels: Train Whistle in the Tiger Reserve

By: Ryan W. Buell, Ananth Raman and Vidhya Muthuram
Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality-sensitive guests in the world. The case considers the challenge of how an organization, with a standardized service model, can repeatedly delight... View Details
Keywords: Service Quality; Service Management; Service Quality Competition; Customer Management; Customer Service Excellence; Employee Empowerment; Employee Engagement; Employee Training; India; Hospitality; Hotel Industry; Service Delivery; Service Operations; Customer Satisfaction; Employees; Quality; Accommodations Industry; India
Citation
Educators
Purchase
Related
Buell, Ryan W., Ananth Raman, and Vidhya Muthuram. "Oberoi Hotels: Train Whistle in the Tiger Reserve." Harvard Business School Case 615-043, January 2015. (Revised March 2015.)
  • 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

  • April 1984 (Revised November 1988)
  • Background Note

Statistical Quality Control for Process Improvement

Describes systematic methods for process debugging and improvement, based on statistical quality control. Examples are from manufacturing settings, but techniques are also useful for services and sales, and to quantity improvement as well as quality improvement. View Details
Keywords: Quality; Performance Improvement; Business Processes
Citation
Educators
Purchase
Related
Bohn, Roger E. "Statistical Quality Control for Process Improvement." Harvard Business School Background Note 684-068, April 1984. (Revised November 1988.)
  • 01 Sep 2006
  • News

Redefing Health Care: How Competition can Drive Down Costs and Improve Quality

  • 2019
  • Working Paper

Government Technology Policy, Social Value, and National Competitiveness

By: Frank Nagle
This study seeks to better understand the impact that government technology procurement regulations have on social value and national competitiveness. To do this, it examines the impact of a change in France’s technology procurement policy that required government... View Details
Keywords: Social Value; Competitiveness; Government Administration; Information Technology; Acquisition; Policy; Value
Citation
SSRN
Read Now
Related
Nagle, Frank. "Government Technology Policy, Social Value, and National Competitiveness." Harvard Business School Working Paper, No. 19-103, March 2019.

    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

    • March 1994
    • Supplement

    Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (B)

    By: Roy D. Shapiro and Michael D. Watkins
    Supplements the (A) case. View Details
    Keywords: Telecommunications Industry
    Citation
    Purchase
    Related
    Shapiro, Roy D., and Michael D. Watkins. "Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (B)." Harvard Business School Supplement 694-077, March 1994.
    • March 1993 (Revised April 1995)
    • Case

    IBM After-Sales Service

    By: Janice H. Hammond
    IBM has established a service delivery system to provide service and maintenance parts for its installed base of computers. The case outlines the competitive pressures IBM faces from alternative providers of maintenance services (e.g. other OEMs, third-party... View Details
    Keywords: Service Delivery; Service Operations; Supply Chain; Supply Chain Management; Logistics; Operations; Distribution; Customer Focus and Relationships; Competitive Strategy; Computer Industry
    Citation
    Educators
    Purchase
    Related
    Hammond, Janice H. "IBM After-Sales Service." Harvard Business School Case 693-001, March 1993. (Revised April 1995.)
    • November 2011
    • Case

    Comfort Class Transport: Does Customer Service Need an Overhaul?

    By: Michael J Roberts and Paul E. Morrison
    The general manager of a chauffeured limousine transport company is concerned about underperformance at the company's customer service call center. The eight-person call center handles almost all customer interaction including discussing company services with... View Details
    Keywords: Capacity Utilization; Supply & Demand; Operations Management; Customer Service; Management; Demand and Consumers; Service Operations; Order Taking and Fulfillment; Performance Capacity; Customer Satisfaction; Transportation Industry
    Citation
    Educators
    Purchase
    Related
    Roberts, Michael J., and Paul E. Morrison. "Comfort Class Transport: Does Customer Service Need an Overhaul?" Harvard Business School Brief Case 114-374, November 2011.
    • 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 differ from a traditional... View Details
    Keywords: professional service firms; Publishing Industries (except Internet); Information
    • 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
    Citation
    Educators
    Purchase
    Related
    Huckman, Robert S., Gary P. Pisano, and Liz Kind. "Amazon Web Services." Harvard Business School Case 609-048, October 2008. (Revised February 2012.)

      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
      • ←
      • 2
      • 3
      • …
      • 166
      • 167
      • →
      ǁ
      Campus Map
      Harvard Business School
      Soldiers Field
      Boston, MA 02163
      →Map & Directions
      →More Contact Information
      • Make a Gift
      • Site Map
      • Jobs
      • Harvard University
      • Trademarks
      • Policies
      • Accessibility
      • Digital Accessibility
      Copyright © President & Fellows of Harvard College.