Publications

May 2009
Conference Presentation

Bye Bye Bundles: The Impact of the Unbundling of Music in Digital Channels

By: Anita Elberse

Keywords: Arts; Technology

Forthcoming
Article

Geographies of Discontent: Public Service Deprivation and the Rise of the Far Right in Italy

By: Simone Cremaschi, Paula Rettl, Marco Cappelluti and Catherine E. De Vries

Electoral support for far-right parties is often linked to geographies of discontent. We argue that public service deprivation, defined as reduced access to public services at the local level, plays an important role in explaining these patterns. By exploiting an... View Details

Keywords: Election Outcomes; Electoral Behavior; Political Affiliation; Political Culture; Public Service; Political Elections; Policy; Government and Politics; Surveys; Geographic Location; Immigration; Europe; Italy

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Sep 2009 - 2009
Conference Presentation

Bye Bye Bundles: The Impact of the Unbundling of Music in Digital Channels

By: Anita Elberse

Keywords: Arts; Technology

March 2002 (Revised October 2002)
Background Note

Service on the Internet: The Effect of Physical Service on Scalability

Develops a framework for exploring the idea of, how service affects the economics of Internet organizations. Development of the framework requires an understanding of the different forms service takes in organizations that conduct business through the Internet. These... View Details

Keywords: Internet and the Web; Service Delivery; Service Industry

03 Feb 2016
Research & Ideas

The State of Customer Service Leadership

Good and bad service experiences die hard. Who can forget the hotel receptionist who went above and beyond the call of duty to accommodate a last-minute change in travel plans in contrast to the sulky server... View Details

Keywords: by Jim Aisner; Retail

Article

Enfranchisement of Service Workers

By: Leonard A. Schlesinger and James Heskett

Enfranchisement is achieved through an integration of empowerment with methods of pay for performance. Evidence from Ito Yokado Group in Japan and Nordstrom in the US demonstrates the positive effects of enfranchisement. Successful efforts to enfranchise employees: 1.... View Details

Keywords: Motivation and Incentives; Franchise Ownership; Employees; Compensation and Benefits; Service Industry; Japan; United States

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March 2022 (Revised January 2024)
Case

Moksha Data: Delivering Insights for Public Service

By: Ashish Nanda and Zack Kurtovich

Moksha Data, a boutique consulting firm specializing in public sector work, started in January 2017 with a handshake between friends and a shared commitment to the principles of egalitarianism, ownership, and collaboration. The Houston-based firm had built momentum... View Details

Keywords: Professional Service Firms; Professional Service Firm; Strategy Formulation; Data; Data As A Service; Government Contracting; Consulting; Consulting Firms; Consulting Services; Entrepreneurship; Public Sector; Analytics and Data Science; Growth and Development; Strategy; Consulting Industry; Texas

May 1991 (Revised March 2018)
Teaching Note

Automation Consulting Services

By: Robert Simons

Teaching Note for 190-053 View Details

Keywords: Strategy And Execution; Management Control Systems; Levers Of Control; Consulting Industry

Article

What Professional Service Firms Must Do to Thrive

By: Ashish Nanda and Das Narayandas

When the going gets tough, professional service firms (PSFs) often get desperate and chase all kinds of business just to keep the lights on. Consultancies, financial services firms, VC/PE firms, and the like offer services and sign up clients they should never have... View Details

Keywords: Professional Service Firms; Client Mix; Strategic Positioning; Organizations; Performance Effectiveness; Decision Making; Framework

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Web

RCP Terms of Service - Research Computing Services

Usage and Policies RCP Terms of Service 5ms Please note that the RCS Terms of Service differ for internal (HBS) users and external (non-HBS)... View Details

April 2002
Background Note

Consolidation of Highly Fragmented Service Industries, The

Designed to familiarize students with the consolidation of highly fragmented labor-dependent service industries, offering insights into service firm growth and the ways services can, and cannot, increase their efficiency and effectiveness. Two frameworks are presented... View Details

Keywords: Consolidation; Acquisition; Growth and Development Strategy; Service Industry

30 Sep 2015
News

The Power of Service

While studying at HBS, Jennifer Eplett Reilly (MBA 1990) was also working on the opening chapter of a remarkable social enterprise success story. “Our idea was to call upon diverse young people to give a year View Details

Web

HBSGrid Terms of Service - Research Computing Services

Usage and Policies HBSGrid Terms of Service 24ms To obtain access to Harvard Business School’s technology resources through Research Computing Services (RCS), you must... View Details

25 Apr 2014
News

A model of service

a year on a modest budget of $100,000. She continues to volunteer at All Souls, and still manages the schools' component of the program. "My biggest accomplishment is getting younger people to understand... View Details

spring 1991
Article

Breaking the Cycle of Failure in Services

By: Leonard A. Schlesinger and James Heskett

Most managers recognize that good service is a direct result of having effective, productive people in customer contact positions. However, most service companies perpetuate a cycle of failure by tolerating high turnover and expecting employee dissatisfaction. This... View Details

Keywords: Goals and Objectives; Service Delivery; Success; Failure; Management Skills; Service Industry

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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

Keywords: Online Service Marketplace; Procurement; Auctions; Reputation; Bids and Bidding

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01 Apr 2002
News

Charting the Luminary Leadership in Professional Service Firms

Charting the Luminary Leadership in Professional Service Firms In their new book Aligning the Stars: How to Succeed When Professionals Drive Results (Harvard Business School Press), HBS professor Jay W. Lorsch and former Bain & Company... View Details

Keywords: professional service firms; Publishing Industries (except Internet); Information

01 Dec 2017
News

In Service of Others

Armed Services can add to—and gain from—the HBS experience. To encourage more veterans to apply to HBS, he recently funded an MBA pilot program that waives the application fee for anyone who has served in the US military. “Our military... View Details

April 1996 (Revised March 1998)
Case

Lex Service PLC-- Cost of Capital

By: W. Carl Kester and Kendall Backstrand

Lex Service company has grown into a large multidivisional company with a substantial capital budget. In 1993, the board was reviewing its capital budgeting procedures. Specifically, it sought to determine the company's cost of capital and whether it should use... View Details

Keywords: Risk and Uncertainty; Cost of Capital; Equity; Capital Budgeting