Publications

1992
Chapter

Applying Operations Strategy to Service Firms

By: R. H. Hayes and R. B. Chase

Keywords: Service Operations; Business Strategy; Service Industry

March 1994 (Revised December 2014)
Case

Humana, Inc.: Managing in a Changing Industry

By: Stuart Gilson

Intensifying competition and change in the U.S. health care industry force a large integrated health-care provider to reassess its strategy of operating both hospitals and health insurance plans (HMOs). In an attempt to increase its stock price and operating... View Details

Keywords: Business Strategy; Restructuring; Change Management; Financial Management; Health Industry

01 Mar 2009
News

Faculty Responds to Financial Crisis

Global Failures Create a “Lodestar” for HBS Research and Teaching From new cases to new courses and research projects, the HBS faculty’s response to the global financial crisis has been “quite extraordinary,” says Professor Joe Badaracco,... View Details

Keywords: Educational Services; Educational Services

July 2002 (Revised September 2002)
Case

Competition in Japanese Financial Markets, 2002 (Abridged)

By: Tarun Khanna

In early 2002, Japan, the world's largest economy, had been mired in a decade-long recession. A range of stimulus packages had failed to work their magic. The "Big Bang" financial deregulation reforms announced in 1998 had not quite produced the economic boom that the... View Details

Keywords: Competition; Financial Markets; Global Strategy; Financial Crisis; Banks and Banking; Banking Industry; Japan

April 1979 (Revised October 1983)
Case

U.S. Securities Industry in 1979

By: Michael E. Porter

Keywords: Competitive Strategy; Financial Services Industry; United States

Article

What to Do When Industry Disruption Threatens Your Career

By: Boris Groysberg, Eric Lin and Whitney Johnson

This article discusses how to diagnose the risks that disruptive industry forces pose to individual careers and offers suggestions on how to mitigate such threats. Recommendations are based on analyses of individuals’ career histories in the professional services... View Details

Keywords: Disruption; Personal Development and Career; Strategy

22 Feb 2022
News

Addressing The Financial Security Gap

percent of Americans have no retirement savings, and that by 2030, some 72 million American retirees will be living below the poverty line. “The pandemic has shown just how unstable things can be, how quickly it can happen, and how we need to add more View Details

Keywords: Jennifer Gillespie

March 2015
Article

Inside the “Black Box” of Sell-Side Financial Analysts

By: Lawrence D. Brown, Andrew C. Call, Michael B. Clement and Nathan Y. Sharp

Our objective is to penetrate the “black box” of sell-side financial analysts by providing new insights into the inputs analysts use and the incentives they face. We survey 365 analysts and conduct 18 follow-up interviews covering a wide range of topics, including the... View Details

Keywords: Knowledge Use and Leverage; Investment; Analysis; Forecasting and Prediction; Stocks; Financial Services Industry

01 Dec 2008
News

Career Services Shifts into High Gear

Many members of the Class of 2008 were just settling into new jobs as reverberations from the financial crisis were felt around the world. While employment figures for the class remain strong, MBA Career View Details

2008
Working Paper

Economic Factors Underlying the Unbundling of Advertising Agency Services

By: Mohammad Arzaghi, Ernst R. Berndt, James C. Davis and Alvin J. Silk

This paper addresses a longstanding puzzle involving the unbundling of services that has occurredover more than two decades in the U.S. advertising agency industry: How can the shift from the bundling to the unbundling of services be explained and what accounts for the... View Details

Keywords: Transformation; Framework; Service Operations; Decisions; Relationships; Price; Diversification; Geography; Cost; Advertising Industry; United States

Read Now

March 2013 (Revised October 2013)
Supplement

Integrated Services at Jones Lang LaSalle (2005) (B)

By: Ranjay Gulati and Luciana Silvestri

This case describes the strategic and organizational challenges that Jones Lang LaSalle (JLL) faced between 2001 and 2005. Faced with the need to deliver integrated services to corporate clients in 2001, JLL created Corporate Solutions, a group that aimed to draw... View Details

Keywords: Organizational Structure; Strategy; Integration; Real Estate Industry; North America; South America; Central America

Fast Answer

Sustainability in Energy Industry

financial regulators This report identifies so many important recommendations to address the systemic risk that the climate crisis presents. Global Energy Review 2020 The impacts of the Covid-19 crisis on global energy demand and CO2... View Details

November 1992
Background Note

The Mutual Fund Industry 1992

By: Jay O. Light

Keywords: Investment Funds; Supply and Industry; Financial Services Industry

2024
Working Paper

The Operational Impact of Customer Location in On-Demand Services

By: Natalie Epstein, Santiago Gallino and Antonio Moreno

The rapid growth of on-demand delivery services, particularly in the food and grocery sectors, has driven the expansion of hyperlocal fulfillment centers (FCs). This paper uses data from an on-demand grocery delivery platform in Latin America to assess how customer... View Details

Keywords: Consumer Behavior; Logistics; Geographic Location; Service Delivery; Quality; Retail Industry; Latin America

SSRN

July 2001 (Revised October 2001)
Case

Policy Management Systems Corp.: The Financial Reporting Crisis

Tim Williams, the new CFO of a publicly-traded enterprise software company, attempts to rebuild his company's reputation for reliable financial reporting following a highly visible financial reporting crisis. The crisis begins with an earnings shortfall warning, which... View Details

Keywords: Accrual Accounting; Revenue Recognition; Capital Markets; Policy; Corporate Governance; Accounting Audits; Technology Industry

September 1992 (Revised November 1996)
Case

Royal Automobile Club Rescue Services Division: Transformation Through Technology

By: W. Earl Sasser and Roger H. Hallowell

The Royal Automobile Club uses a new computer and telephone system to improve its service standards and profitability. After the initial impact of changes from technology, the organization faces a need to choose between future technological development or... View Details

Keywords: Technological Innovation; Decision Choices and Conditions; Organizational Change and Adaptation; Information Technology; Corporate Strategy; Service Industry; Service Industry; United Kingdom

23 Jan 2012
Research & Ideas

Break Your Addiction to Service Heroes

your biggest buckets of cost and rethinking those strategically in ways that give your customers something they value," notes Frei, the UPS Foundation Professor of Service Management at Harvard Business School. Morriss (HBS MBA '04),... View Details

Keywords: by Deborah Blagg; Service

July 2000 (Revised September 2005)
Case

Madison Avenue: Digital Media Services (A)

Introduces a "new-economy" company, Madison Avenue, facing challenges of mega-success. In the two years since its founding, the company's revenues have grown from zero to nearly $30 million, head count has swollen from the start-up handful to more than 200, and the... View Details

Keywords: Organizational Change and Adaptation; Organizational Design; Online Advertising; Advertising Industry