Publications

Publications

Filter Results: (11,733) Arrow Down
Filter Results: (11,733) Arrow Down Arrow Up

Show Results For

Show Results For

← Page 21 of 11,733 Results →
  • February 1996 (Revised June 1996)
  • Supplement

Indianapolis: Activity-Based Costing of City Services (B)

By: Robert S. Kaplan
Supplements the (A) case. View Details
Keywords: City; Service Operations; Infrastructure; Service Industry; Indiana
Related
  • Research Summary

The Role of the Internet in Enhancing Service and Reducing Cost

Is delivering service (both internal and external) facilitated by the Internet a zero sum game in which costs associated with delivering superior service must always be passed on to customers in the form of higher prices? Does the quantity and type of service... View Details

  • June 1991 (Revised October 1992)
  • Case

Otis Elevator Co.: Managing the Service Force

By: James I. Cash Jr.
Keywords: Service Delivery; Management
Related
  • 2016
  • Working Paper

The Impact of Supplier Inventory Service Level on Retailer Demand

By: Nathan Craig, Nicole DeHoratius and Ananth Raman
To set inventory service levels, suppliers must understand how changes in inventory service level affect demand. We build on prior research, which uses analytical models and laboratory experiments to study the impact of a supplier's service level on demand from... View Details
Keywords: Customer Satisfaction; Forecasting and Prediction; Learning; Consumer Behavior; Service Delivery; Performance Expectations; Service Industry; Service Industry
Related
  • Web

Tools & Services | Information Technology

Tools & Services Discover what you can do when we are behind you. Faculty Staff MBA Students Doctoral Students Executive Education Participants Alumni Harvard Business School (HBS) IT crafts, delivers, and supports technology solutions... View Details
  • Web

Services & Support | Baker Library

Services & Support We provide unparalleled support to Harvard Business School and the greater Harvard University community. We assist faculty, students, staff, executive education participants, alumni, and partners through the research,... View Details

    What Professional Service Firms Must Do to Thrive

    During times of economic turbulence, consulting, law, and accounting firms often start offering services and taking on clients they really shouldn’t, just to keep the lights on. This path is perilous. If a firm’s practices have a diffuse mix of clients and unclear... View Details

    • 2016
    • Working Paper

    Operations in the On-Demand Economy: Staffing Services with Self-Scheduling Capacity

    By: Itai Gurvich, Martin Lariviere and Antonio Moreno
    Motivated by recent innovations in service delivery such as ride-sharing services and work-from-home call centers, we study capacity management when workers self-schedule. Our service provider chooses capacity to maximize its profit (revenue from served customers minus... View Details
    Keywords: Strategic Servers; On-demand Economy; Independent Capacity; Distributed Systems; Uber; Service Operations; Performance Capacity
    Related
    • Web

    Customer Service - HBS Working Knowledge

    E-mail Customer Service *Name: *Email: (Return address) Comments: Contact HBS Working Knowledge Baker Library | Bloomberg Center Harvard Business School Soldiers Field Road Boston, MA 02163 Customer Service... View Details
    • 1993
    • Book

    Integrating Service Strategy in the Manufacturing Company

    By: H. Mathe and R. D. Shapiro
    Keywords: Business Strategy; Service Operations; Manufacturing Industry
    Related
    • Article

    The Electrified Future Is Shared: Mobility Services and Electrification's Pace, Shape

    By: Jurgen Weiss
    The article examines the potential impacts of new mobility services such as ride sharing and ride hailing on the speed and depth of electrification of personal transportation. The article explores how a shift of transportation towards shared mobility services might... View Details
    Keywords: Mobility; Electric Vehicle; Autonomous Vehicles; Electricity Demand; Energy; Transportation Industry; Auto Industry; Energy Industry
    Related
    • Web

    RCS Policies - Research Computing Services

    spaces will be backed up and archived only after contacting the primary faculty sponsor. Archives are retained for the period of time specified by HU or HBS data retention policies, whichever is longest. Please contact the ESS group within HBS via a View Details
    • July 2025
    • Teaching Note

    Greenwood Online: A Fin-Tech Service for Culture and Community

    By: James Riley and Bernal Cortés
    In 2020, Ryan Glover and Paul Judge launched Greenwood, a fintech startup designed to counter systemic racial discrimination in the American banking ecosystem by offering accessible financial services tailored to Black and Brown communities, but available to all.... View Details
    Keywords: Purpose; Identity; Cultural Branding; Impression Management; Organization Behavior; Strategic Alignment; Start-up; Mission and Purpose; Decision Making; Decisions; Marketing Strategy; Organizational Structure; Banking Industry; United States
    Related
    • November 2007
    • Article

    A Model of Consumer Learning for Service Quality and Usage

    By: Raghuram Iyengar, Asim Ansari and Sunil Gupta
    In many services, e.g., the wireless service industry, consumers choose a service plan based on their expected consumption. In such situations, consumers experience two forms of uncertainty. First, consumers may be uncertain about the quality of their service provider... View Details
    Keywords: Experience and Expertise; Customer Value and Value Chain; Learning; Price; Knowledge Use and Leverage; Marketing Strategy; Consumer Behavior; Service Delivery; Quality; Risk and Uncertainty; Service Industry
    Related
    • March 2012
    • Article

    China's Growing IT Services and Software Industry: Challenges and Implications

    By: F. Warren McFarlan, Ning Jia and Justin Wong
    The Chinese management software and IT services industry has grown dramatically over the past two decades and today is about the size of the Indian industry a decade ago. The objective of this article is to help CIOs in firms outside of China better understand the... View Details
    Keywords: Growth and Development; Information Technology; Applications and Software; Problems and Challenges; Information Technology Industry; China
    Related
    • November 2001 (Revised October 2017)
    • Supplement

    Store24 (B): Service Quality and Employee Skills

    By: Frances X. Frei and Dennis Campbell
    Supplements the (A) case. View Details
    Keywords: Customer Satisfaction; Employees; Service Delivery; Retail Industry
    Related
    • Web

    Frequently Asked Questions - Research Computing Services

    Help Frequently Asked Questions 1ms Accessing Our Services and Training Can I provide a research collaborator access to the HBSGrid? Non-HBS Collaborators of HBS faculty can gain access to the research computing grid by requesting a guest... View Details
    • 13 Jan 2013
    • News

    Revitalizing America: Whatever the Question, National Service Is an Answer

    • August 1996 (Revised August 1997)
    • Case

    TNT Limited's Logistics Services in Asia (A): The Strategy

    By: Michael Y. Yoshino and Carin-Isabel Knoop
    Meredith Hellicar's mission as general manager of corporate development is to make TNT Ltd. one of the biggest and most diverse transport and logistic companies in the world, with approximately $5 billion in turnover in 1993, a leading provider of logistics services in... View Details
    Keywords: Business or Company Management; Managerial Roles; Distribution; Logistics; Mission and Purpose; Partners and Partnerships; Strategy; Diversification; Transportation Industry; Asia; China; Indonesia; Thailand
    Related
    • 24 Mar 2021
    • News

    Outsider-Insider Named CEO of Amazon Web Services

    Photo via LinkedIn Photo via LinkedIn On March 23, recently appointed Amazon CEO Andy Jassy (MBA 1997) named Adam Selipsky (MBA 1993) head of Amazon Web Services (AWS), a $50 billion business that contributes more than half of Amazon’s... View Details
    Keywords: Amazon; online retail; leadership; Executive, Legislative, and Other General Government Support; Government