Service Quality - Publications - Faculty & Research

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General Management - Faculty & Research

financial services firms and 424 major publicly-traded financial institutions–some of which joined these alliances. We use diff-in-diff and other approaches to identify the effects of alliance membership and to study "booster", network,... View Details

02 May 2023
What Do You Think?

How Should Artificial Intelligence Be Regulated—if at All?

that will relieve humanity of mind-numbing desk work with attendant improvements in quality and reductions in cost and allow people to pursue more creative and interesting work? Or a tool so powerful that it begins to crowd out even the... View Details

Keywords: by James Heskett; Information Technology; Technology

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Drivers of Competitiveness - Institute For Strategy And Competitiveness

HOW, NOT WHAT It is not what a location competes in that determines its prosperity, but how productively it competes. What Determines Competitiveness? Microeconomics Competitiveness Quality of the Business Environment State of Cluster... View Details

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

Citation

Educators

Purchase

12 Apr 2017
Research & Ideas

Why Productivity Suffers When Employees Are Allowed to Schedule Their Own Tasks

working paper Discretionary Task Ordering: Queue Management in Radiological Services by María R. Ibáñez, a doctoral candidate at Harvard Business School; Jonathan R. Clark , an assistant professor at the University of Texas at San... View Details

Keywords: by Carmen Nobel; Health

14 Nov 2007
First Look

First Look: November 14, 2007

"reinvent the phone." Yet both the device and the mobile service provided by AT&T involved limitations that could hinder the long-term prospects for the iPhone. At the same time, handset makers and other mobile carriers had... View Details

Keywords: Martha Lagace

01 Dec 2023
News

Thinking Ahead

it doesn’t become a habit once insurance stops paying for the program; there isn’t the same social, sticky quality Lee herself discovered when she started rowing on the lightweight crew team in college. “What if there was an option that... View Details

Keywords: Julia Hanna; Illustrations by Chris Gash; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services

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 coalition builder. There are nine key... View Details

Keywords: by D. Quinn Mills

10 Jan 2024
Research & Ideas

Technology and COVID Upended Tipping Norms. Will Consumers Keep Paying?

service quality has gone down post-COVID, then it’s going to make it even more dissonant to pay a higher tip. Particularly for counter service. If I input my order into an app, and I go and pick it up from... View Details

Keywords: by Anna Lamb, Harvard Gazette

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Entrepreneurship - Faculty & Research

access to financial services for low-income populations worldwide. As a result, it has become one of the most talked-about innovations in global development in recent decades. However, its expansion has not been without controversy. While... View Details

17 May 2012
Working Paper Summaries

Is a VC Partnership Greater Than the Sum of Its Partners?

Keywords: by Michael Ewens & Matthew Rhodes-Kropf; Financial Services

15 Jul 2013
Research & Ideas

Five Imperatives for Improving Health Care

below: Making value the central objective: Regarding the current quality of US health care, survey respondents expressed varied sentiment: 14 percent were "strongly positive," 20 percent "strongly negative," and the... View Details

Keywords: by Carmen Nobel; Health

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Profiles - MBA

the last years, I've enjoyed getting to see the value and impact we will bring to the world, and look forward to seeing what is to come. Professional goals: I hope to lead the sustainable development of space, to guide us en masse towards pursuits that will improve our... View Details

02 Feb 2021
Blog Post

Finding My Focus in Health care Amidst a Global Pandemic

decade, legislators have passed countless health care policies that impact how hospitals, insurance companies and pharmaceutical manufacturers deliver services to patients. Even more, the ongoing SARS-CoV-2 pandemic has uncovered major... View Details

28 Mar 2016
Research & Ideas

What's a Boss Worth?

worked with a technology-based services company that tracked all of its workers’ transaction times. Importantly, supervisors were rotated on an ongoing basis, so workers would have different bosses every few months. Looking at the... View Details

Keywords: by Michael Blanding; Service

01 Feb 2001
News

What Makes a Good Leader

Is it the ability to navigate in the choppy waters of change? Do leaders see the hidden opportunity in every setback? Is there really any such thing as a "born leader"? Five HBS faculty and some prominent alumni offer their perspectives on an increasingly essential... View Details

Keywords: Management

07 May 2013
First Look

First Look: May 7

Quality Competition? By: Buell, Ryan W., Dennis Campbell, and Frances X. Frei Abstract—When does increased service quality competition lead to customer defection, and which... View Details

Keywords: Carmen Nobel

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Loan Reduction - Entrepreneurship

service-based for-profit venture. The program is competitive and offers one-time loan reduction awards of up to $20,000 to a limited number of graduating students who are selected based on a financial aid assessment, quality of the... View Details

07 Apr 2021
Research & Ideas

How Teams Work: Lessons from the Pandemic

Team Work: Learnings from How Teams Adapted Their Activities During the COVID-19 Pandemic, which will appear in the journal Information and Organization. Perlow, Whillans, and HBS doctoral student Aurora Turek interviewed 51 knowledge workers at a professional View Details

Keywords: by Kristen Senz

14 Apr 2015
First Look

First Look: April 14

Additionally, labor quality and the structure of demand and a long tradition of work in organizational behavior suggests that the successful adoption of productivity enhancing managerial practices requires complementary changes in the... View Details

Keywords: Sean Silverthorne

Publications