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Show Results For
- All HBS Web
(1,004)
- People (1)
- News (149)
- Research (717)
- Multimedia (3)
- Faculty Publications (523)
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- January 2003 (Revised September 2004)
- Case
Consulting by Auditors (B): The Compromise and its Fallout
By: Ashish Nanda
This case tracks the evolution from October 2000 to July 2001 of public debate, regulatory decisions, and firm perspectives on the subject of consulting by accounting firms. View Details
Nanda, Ashish, and Kimberly A. Haddad. "Consulting by Auditors (B): The Compromise and its Fallout." Harvard Business School Case 903-069, January 2003. (Revised September 2004.)
- September 1996 (Revised June 1997)
- Case
QVC, Inc.
Illustrates the "Service Profit Chain" in action. QVC, whose initials stand for Quality, Value,, and Convenience, demonstrates clearly how a strong customer focus can lead to establishing a strong franchise in the retail sector and a highly profitable business whose... View Details
Rayport, Jeffrey F., and Dickson Louie. "QVC, Inc." Harvard Business School Case 897-050, September 1996. (Revised June 1997.)
- March 2000 (Revised May 2001)
- Case
Jill Greenthal at Donaldson, Lufkin & Jenrette (A): The TCI/AT&T Deal
By: Ashish Nanda, Thomas J. DeLong and Sarah S. Khetani
Jill Greenthal, managing director at Donaldson, Lufkin & Jenrette, is leading her team of investment bankers to negotiate on behalf of Tele-Communications, Inc. (TCI) on a potential landmark deal with AT&T. Representing TCI in the negotiations is the culmination of... View Details
Keywords: Leadership; Negotiation Process; Service Delivery; Groups and Teams; Entrepreneurship; Negotiation Deal; Gender; Service Industry; Service Industry; Service Industry
Nanda, Ashish, Thomas J. DeLong, and Sarah S. Khetani. "Jill Greenthal at Donaldson, Lufkin & Jenrette (A): The TCI/AT&T Deal." Harvard Business School Case 800-213, March 2000. (Revised May 2001.)
- April 1990 (Revised May 1997)
- Case
Lowe's
By: Walter J. Salmon
Lowe's chain of 306 stores was anticipating fierce competition from their major market rival, Home Depot. As they reformulated the size of their new prototype stores and the mix of their merchandise, what would be the ultimate format? What impact would it have on their... View Details
- September 1999 (Revised September 1999)
- Case
Convergys Corporation
By: Stephen P. Bradley and Kelley Porter
Focuses on the important issue of capturing the synergies between the two sides of the business, Information Management Group (IMG) and Customer Management Group (CMG). In addition, the case also addresses strategic issues from each of the individual businesses. For... View Details
- January 2001 (Revised January 2004)
- Case
Ninth House: e-Learning Software
By: Amy C. Edmondson, Frances X. Frei and Corey B. Hajim
Jeff Snipes, CEO of the Ninth House Network, a San Francisco-based E-Learning company, considers a strategy shift to address a recent slump in sales and to attract more customers. The revised strategy would require creating shorter, more directed content that could be... View Details
Keywords: Internet and the Web; Service Operations; Organizational Structure; Groups and Teams; Corporate Strategy; Organizational Culture; Learning; Sales; Service Delivery; Entrepreneurship; Service Industry; Service Industry; Service Industry; San Francisco
Edmondson, Amy C., Frances X. Frei, and Corey B. Hajim. "Ninth House: e-Learning Software." Harvard Business School Case 601-047, January 2001. (Revised January 2004.)
- 2001
- Book
e-Commerce
By: Jeffrey F. Rayport and Bernard J. Jaworski
Keywords: Marketing, Technology, Digital, Services, And Strategy; Strategy; Internet and the Web; Service Delivery; Marketing
Rayport, Jeffrey F., and Bernard J. Jaworski. e-Commerce. New York, NY: McGraw-Hill/Irwin, 2001.
- 2002
- Book
Introduction to e-Commerce
By: Jeffrey F. Rayport and Bernard J. Jaworski
Keywords: Marketing, Technology, Digital, Services, And Strategy; Strategy; Internet and the Web; Service Delivery; Marketing
Rayport, Jeffrey F., and Bernard J. Jaworski. Introduction to e-Commerce. Boston, MA: McGraw-Hill/Irwin marketspaceU, 2002.
- 2011
- Case
How Fast and Flexible Do You Want Your Information, Really?
By: Thomas H. Davenport and Jim Snabe
Almost all executives want more and faster information, and almost all companies are racing to provide it. What many of them are overlooking is that the real aim should not be faster information but faster decision making, and those aren't the same things. Executives... View Details
Davenport, Thomas H., and Jim Snabe. "How Fast and Flexible Do You Want Your Information, Really?" 2011.
- November 2011
- Case
Lowell General Physician Hospital Organization
By: Richard M.J. Bohmer and Natalie Kindred
This case focuses on the Alternative Quality Contract (AQC), a novel payment program designed to incentivize providers to deliver less costly, high quality health care. Under the AQC, offered by Blue Cross Blue Shield of Massachusetts, providers received a fixed-dollar... View Details
Keywords: Cost Management; Service Delivery; Health Care and Treatment; Health Industry; Massachusetts
Bohmer, Richard M.J., and Natalie Kindred. "Lowell General Physician Hospital Organization." Harvard Business School Case 612-016, November 2011.
- 31 Jan 2005
- Research & Ideas
Rethinking Marketing’s Conventional Wisdom
how they're marketing themselves? Youngme Moon: Many mature service industries are in a service "arms race" in which they keep adding more and more services... View Details
- June 2010
- Teaching Note
Playing with Fire at Sittercity (A) (TN)
By: Noam T. Wasserman and Rachel Gordon
Note: This mini-Teaching Note was created to provide a brief overview of the teaching plan for this case. Please see the upcoming, fuller Teaching Note for an extensive overview of the underlying research, pedagogical approaches, and other teaching issues. View Details
- Article
Can Big-Box Retailers Provide Local Health Care?
National retailers, most notably Walmart and Best Buy, are making big bets on their ability to fill this need for local health care. At first glance, these moves are a bit surprising given that these companies have not traditionally been focused on health care... View Details
Keywords: Health Care and Treatment; Service Delivery; Local Range; Retail Industry; Health Industry
Huckman, Robert S. "Can Big-Box Retailers Provide Local Health Care?" Harvard Business Review (website) (October 25, 2019).
- 2016
- Working Paper
Cohort Turnover and Operational Performance: The July Phenomenon in Teaching Hospitals
By: Hummy Song, Robert S. Huckman and Jason R. Barro
We consider the impact of cohort turnover—the planned simultaneous exit of a large number of experienced employees and a similarly sized entry of new workers—on operational performance in the context of teaching hospitals. Specifically, we examine the impact of the... View Details
Keywords: Health Care; Health Care Operations; Hospitals; Productivity; Empirical Operations; Service Delivery; Training; Performance Productivity; Health Care and Treatment; Health Industry; United States
Song, Hummy, Robert S. Huckman, and Jason R. Barro. "Cohort Turnover and Operational Performance: The July Phenomenon in Teaching Hospitals." Harvard Business School Working Paper, No. 16-039, September 2015. (Revised September 2016. Finalist, 2015 POMS College of Healthcare Operations Management Best Paper Competition.)
- Article
Team Scaffolds: How Mesolevel Structures Enable Role-based Coordination in Temporary Groups
By: M. Valentine and A. C. Edmondson
This paper shows how meso-level structures support effective coordination in temporary groups. Prior research on coordination in temporary groups describes how roles encode individual responsibilities so that coordination between relative strangers is possible. We... View Details
Keywords: Fluid Personnel; Team Scaffolds; Team Effectiveness; Role-based Coordination; Multi-method; Service Delivery; Organizational Structure; Groups and Teams; Performance Efficiency
Valentine, M., and A. C. Edmondson. "Team Scaffolds: How Mesolevel Structures Enable Role-based Coordination in Temporary Groups." Organization Science 26, no. 2 (March–April 2015): 405–422.
- February 1999 (Revised November 1999)
- Case
HealthPartners
By: Richard M.J. Bohmer and Nancy Dean Beaulieu
Presents the efforts by HealthPartners to create competition among health care providers in Minnesota on the basis of both quality and price. Also provides some insight into the strategies for changing physician behavior. View Details
Keywords: Health Care and Treatment; Service Delivery; Behavior; Competition; Health Industry; Minnesota
Bohmer, Richard M.J., and Nancy Dean Beaulieu. "HealthPartners." Harvard Business School Case 699-131, February 1999. (Revised November 1999.)
- August 2021
- Teaching Note
Fair Park Covid-19 Mass Vaccination Site (A) and (B)
By: Willy Shih
Teaching Note for HBS Case Nos. 622-003 and 622-004. View Details
- June 2017
- Article
A Systematic Approach to Discussing Active Surveillance with Patients with Low-risk Prostate Cancer
By: Behfar Ehdaie, Melissa Assel, Nicole Benfante, Deepak Malhotra and Andrew Vickers
A systematic approach to counseling—using appropriate framing techniques derived from principles studied by negotiation scholars—can be taught to physicians in a one-hour lecture. We found evidence that even this minimal intervention can decrease overtreatment of... View Details
Keywords: Health Care and Treatment; Health Disorders; Service Delivery; Negotiation; Health Industry
Ehdaie, Behfar, Melissa Assel, Nicole Benfante, Deepak Malhotra, and Andrew Vickers. "A Systematic Approach to Discussing Active Surveillance with Patients with Low-risk Prostate Cancer." European Urology 71, no. 6 (June 2017): 866–871.
- June 2015 (Revised November 2016)
- Supplement
HealthCare.gov: The Crash and the Fix (B)
By: Leonard A. Schlesinger and Paras D. Bhayani
A review of the process utilized by the Obama administration to create the Health Care.gov exchange and the problems that resulted from the implementation effort. This case provides the follow on strategy and processes utilized to get the site up and running after the... View Details
Keywords: Organizational Change; Implementing Strategy; Implementation; Government Innovation; Health Care Industry; Health Care Reform; Service Delivery; Internet and the Web; Health; Government and Politics; Information Technology Industry; Public Administration Industry; Health Industry; United States
Schlesinger, Leonard A., and Paras D. Bhayani. "HealthCare.gov: The Crash and the Fix (B)." Harvard Business School Supplement 315-130, June 2015. (Revised November 2016.)