Filter Results:
(5,298)
Show Results For
- All HBS Web
(7,179)
- People (20)
- News (996)
- Research (5,298)
- Events (2)
- Multimedia (6)
- Faculty Publications (4,372)
Show Results For
- All HBS Web
(7,179)
- People (20)
- News (996)
- Research (5,298)
- Events (2)
- Multimedia (6)
- Faculty Publications (4,372)
Sort by
- Teaching Interest
Managing Service Operations - MBA Elective Curriculum
By: Ryan W. Buell
World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course investigates the distinct challenges inherent in leading service operations, which make up... View Details
- January 2018
- Case
Pravost Consulting Services
By: Andrew Wasynczuk and Tiffany Y. Chang
Pravost Consulting Services considers a division manager's response to the stringent demands of his boss who lambasts him for the division's weak performance. Six months earlier Jakub Kowalski, CEO of Pravost, promoted Viktor Novak to head up the faltering Pravost... View Details
Keywords: Consulting; Consulting Services; Employee Retention; Eastern Europe; Performance; Attrition; Culture; Krakow; Retention; Performance Improvement; Organizational Culture; Consulting Industry; Consulting Industry; Poland; Europe
Wasynczuk, Andrew, and Tiffany Y. Chang. "Pravost Consulting Services." Harvard Business School Case 918-033, January 2018.
- April 2001 (Revised March 2003)
- Background Note
Web and IT Hosting Facilities: Technology Note
Introduces students to the data centers where IT infrastructure is increasingly physically housed. These centralized hosting facilities represent in the information age the equivalent of power utilities in the industrial age. Students are introduced to issues of... View Details
Austin, Robert D. "Web and IT Hosting Facilities: Technology Note." Harvard Business School Background Note 601-134, April 2001. (Revised March 2003.)
- 19 Oct 2009
- Research & Ideas
Why Are Web Sites So Confusing?
Do you sometimes get the feeling that Internet portals, search pages, social networks, e-commerce, and other Web sites are not necessarily designed in order to maximize user convenience and benefits? We do, too. Why—you might ask? For a... View Details
Keywords: by Andrei Hagiu & Bruno Jullien
- Research Summary
The Supply Chain Economy: A New Industry Categorization for Understanding Innovation in Services
An active debate has centered on the importance of manufacturing for driving innovation in the U.S. economy. This paper offers an alternative framework that focuses on the role of suppliers of goods and services (the “supply chain economy”) in national performance. We... View Details
- September 2021
- Case
Vignettes on Professional Service Firm Governance
By: David G. Fubini, Suraj Srinivasan and Li-Kuan Ni
The two vignettes within “Vignettes on Professional Service Firm Governance” (HBS No. 122-024) present various issues relating to governance in professional service firms (“PSFs”). In the first, the Managing Director of a U.S. consulting firm contemplates whether to... View Details
Keywords: Consulting Firms; Professional Services; Board Of Directors; Professional Service; Global Firm; Executive Leadership; Globalized Firms and Management; Private Equity; Governing and Advisory Boards; Global Strategy; Corporate Governance; Governance Controls; Leadership Development; Leading Change; Emerging Markets; Strategic Planning; Partners and Partnerships; Service Industry; United States; India
Fubini, David G., Suraj Srinivasan, and Li-Kuan Ni. "Vignettes on Professional Service Firm Governance." Harvard Business School Case 122-024, September 2021.
- August 2009 (Revised January 2012)
- Case
Pandora: Royalties Kill the Web Radio Star? (A)
By: Robert C. Pozen and Alex Curtis Rosenfeld
Joe Kennedy, president and CEO of Pandora, one of the largest and most popular web (Internet) radio broadcasters, had just received bad news. The Copyright Royalty Board (CRB) had announced its decision to increase the royalties required to be paid by the web radio... View Details
Keywords: Profit; Governing Rules, Regulations, and Reforms; Copyright; Laws and Statutes; Rights; Internet and the Web; Media and Broadcasting Industry
Pozen, Robert C., and Alex Curtis Rosenfeld. "Pandora: Royalties Kill the Web Radio Star? (A)." Harvard Business School Case 310-026, August 2009. (Revised January 2012.)
- 1992
- Book
Managing Financial Institutions: Cases within the Financial Services Industry
By: Samuel L. Hayes III and David M Meerschwam
Hayes, Samuel L., III and David M Meerschwam, eds. Managing Financial Institutions: Cases within the Financial Services Industry. Fort Worth: Dryden Press, 1992.
- Article
Marketing in the Age of Web 2.0
By: Jill Avery
Web 2.0 technologies empower consumers to create their own personalized experiences on the web, and to share them with others. Hence, web content is democratized and consumers' experiences online are largely social rather than individualistic. View Details
Keywords: Digital Marketing; Internet; Brands and Branding; Marketing; Marketing Communications; Internet and the Web; Social Media; Consumer Products Industry; Consumer Products Industry
Avery, Jill. "Marketing in the Age of Web 2.0." Simmons Magazine, SOM Edition 90, no. 3 (Fall 2008): 21.
- 2021
- Working Paper
Accounting for Product Impact in the Interactive Media and Services Industry
By: DG Park, George Serafeim and Katie Trinh
We apply the product impact measurement framework of the Impact-Weighted Accounts Initiative (IWAI) in two competitor companies within the interactive media and services industry. We design a monetization methodology that allows us to calculate monetary impact... View Details
Keywords: Product Innovation; Impact; Impact Investing; Impact Measurement; ESG; ESG (Environmental, Social, Governance) Performance; ESG Ratings; Social Corporate Responsibility; Corporate Social Responsibility; Social Impact; Product Design; Product Positioning; Society; Product; Environmental Sustainability; Measurement and Metrics; Framework; Corporate Social Responsibility and Impact; Social Media; Technology Industry
Park, DG, George Serafeim, and Katie Trinh. "Accounting for Product Impact in the Interactive Media and Services Industry." Harvard Business School Working Paper, No. 21-134, June 2021.
- February 2001
- Teaching Note
CVS: The Web Strategy TN
By: John A. Deighton
Teaching Note for (9-500-008). View Details
- February 2008 (Revised June 2011)
- Background Note
Social Networks: The Portals of Web 2.0
By: Stephen P. Bradley and Nancy Bartlett
Social networks have evolved into influential, compelling and persuasive systems, the portals of Web 2.0 and one of the most powerful media phenomena in 2008. This note provides a brief background and description of various social network sites including MySpace,... View Details
Bradley, Stephen P., and Nancy Bartlett. "Social Networks: The Portals of Web 2.0." Harvard Business School Background Note 708-488, February 2008. (Revised June 2011.)
- July 1997 (Revised December 1998)
- Case
Sun Microsystems: Realizing the Potential of Web Technologies
Describes how Web technology has been deployed at Sun--how it has evolved from being perceived as an inappropriate use of company resources to become the centerpiece of the company's business strategy. View Details
Keywords: Information Technology; Business Strategy; Web; Web Services Industry; Web Services Industry
Austin, Robert D., and Mark J. Cotteleer. "Sun Microsystems: Realizing the Potential of Web Technologies." Harvard Business School Case 198-007, July 1997. (Revised December 1998.)
- 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
Nanda, Ashish, and Zack Kurtovich. "Moksha Data: Delivering Insights for Public Service." Harvard Business School Case 722-397, March 2022. (Revised January 2024.)
- 14 Sep 2016
- Research & Ideas
Web Surfers Have a Schedule and Stick to It
In most markets, products and services compete for the consumer’s money. On the internet, however, the coin of the realm is time, not money—websites and other online services fight for the attention of... View Details
- March 1996 (Revised July 1996)
- Case
Service Corporation International
By: Benjamin C. Esty and Craig F Schreiber
The CFO of a high-growth company in the low-growth and fragmented funeral services industry must decide how to optimize capital structure and earnings growth while maximizing the company's market value. View Details
Keywords: Financial Management; Value Creation; Business Growth and Maturation; Consolidation; Industry Growth; Capital Structure; Expansion; Service Industry; United States; North and Central America
Esty, Benjamin C., and Craig F Schreiber. "Service Corporation International." Harvard Business School Case 296-080, March 1996. (Revised July 1996.)
- March 2001 (Revised March 2002)
- Background Note
Service Recovery
Discusses the value of service recovery to service organizations working to enhance customer loyalty. Also provides practical advice to managers and examines strategies proven helpful to service organizations in their recovery objectives. View Details
Hallowell, Roger H. "Service Recovery." Harvard Business School Background Note 801-342, March 2001. (Revised March 2002.)
- February 2012 (Revised July 2012)
- Case
China Risk Finance: Riding the Wave of China's Financial Services Industry
By: Regina M. Abrami, Matthew Shaffer and Weiqi Zhang
With China shifting toward a consumer-led growth model, non-bank lending has a critical role to play, but how easy is it to do business in this sector? What are the promises and pitfalls of the industry, and how well is Zane Wang, the case protagonist, navigating them? View Details
Abrami, Regina M., Matthew Shaffer, and Weiqi Zhang. "China Risk Finance: Riding the Wave of China's Financial Services Industry." Harvard Business School Case 912-417, February 2012. (Revised July 2012.)
- Fall 2016
- Article
How Do Customers Respond to Increased Service Quality Competition?
When does increased service quality competition lead to customer defection, and which customers are most likely to defect? Our empirical analysis of 82,235 customers exploits the varying competitive dynamics in 644 geographically isolated markets in which a nationwide... View Details
Keywords: Service Quality Competition; Retail Banks; Empirical Operations; Retention; Service Operations; Quality; Competition; Banking Industry; United States
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "How Do Customers Respond to Increased Service Quality Competition?" Manufacturing & Service Operations Management 18, no. 4 (Fall 2016): 585–607.
- February 1987 (Revised July 1987)
- Case
Sears, Roebuck and Co. and the Retail Financial Services Industry (A)
Christiansen, Evelyn T. "Sears, Roebuck and Co. and the Retail Financial Services Industry (A)." Harvard Business School Case 387-138, February 1987. (Revised July 1987.)