Service Quality - Publications - Faculty & Research

September 2024
Case

InfraCredit and the Project Inception Facility

By: John Macomber, Namrata Arora and Maagatha Kalavadakken

Around the world, large infrastructure projects are frequently stymied by the high cost and high uncertainty of the project inception phase: the research and engineering and planning prior to financial close and start of construction. Could there be a new kind of... View Details

Citation

Educators

November 2010 (Revised January 2011)
Case

Computerized Provider Order Entry at Emory Healthcare

By: Richard G. Hamermesh, F. Warren McFarlan, Mark Keil, Andrew Katz, Michael Morgan and David LaBorde

The Computerized Provider Order Entry at Emory Healthcare case presents one hospital system's efforts to implement computerized provider order entry (CPOE) across all of its hospitals and the challenges they faced in doing so. Issues such as standardization of care,... View Details

Keywords: Health Care and Treatment; Information Management; Management Systems; Standards; Service Delivery; Business Processes; Organizational Change and Adaptation; Projects; Information Technology; Applications and Software; Health Industry

Citation

Educators

Purchase

01 Aug 1998
News

Spangler Family Gift Endows New Campus Center

linked to the Harvard Business School in perpetuity through the building that will bear their name." Speaking briefly, Spangler thanked the Dean for the opportunity to make an investment so closely tied to the quality of student life at... View Details

Keywords: Nancy O. Perry

09 Jan 2020
Book

Rethinking Business Strategy in the Age of AI

collision between these two different operating models and ways of solving a consumer problem. On the one hand, you have a more traditional firm with traditional human resource management. In the other model, you have software solving that problem with a bunch of... View Details

Keywords: by Dina Gerdeman

17 Jun 2011
HBS Case

KFC’s Explosive Growth in China

crucial social skills for young adults who grew up in single-child households, creates lifelong Yum! Brands customers, and develops a culture of customer service in a country where there was none. The restaurant management program is... View Details

Keywords: by Maggie Starvish; Food & Beverage

30 Jan 2018
First Look

January 30, 2018

already had retail operations in the country, choose to sell through Jumia? How could Jumia continue to provide the same high quality customer service on which the company’s success had been built while... View Details

Keywords: Sean Silverthorne

26 Jul 2022
Research & Ideas

Burgers with Bugs? What Happens When Restaurants Ignore Online Reviews

There’s a saying in hospitality: The customer is always right. In fact, customers might be more influential than ever, according to a study of online restaurant reviews. Yelp, the website where consumers share their service experiences,... View Details

Keywords: by Kara Baskin; Entertainment & Recreation; Food & Beverage; Retail

07 Jun 2016
First Look

June 7, 2016

contrast the strengths and weaknesses of "open-ended questions" (e.g., World Management Survey) with "closed questions" (e.g., Management and Organizational Practices Surveys). For this type of data, open-ended questions give higher View Details

Keywords: Sean Silverthorne

Web

Research - Behavioral Finance & Financial Stability

2007-2009. They find evidence that suggests that fund managers’ personal experiences were highly determinate of both the quantity and quality of these risky assets held prior to the crisis. See Sergey’s other research work here , Samuel’s... View Details

30 Oct 2014
Working Paper Summaries

Housing Collateral, Credit Constraints, and Entrepreneurship-Evidence from a Mortgage Reform

Keywords: by Thais Laerkholm Jensen, Søren Leth-Petersen & Ramana Nanda; Financial Services; Financial Services; Financial Services

Web

Strategy for Health Care Delivery - Institute For Strategy And Competitiveness

delivery, and patient value: Access a network of health care institutions and facilities to enhance quality and coordination of care Leverage partnerships and implement outcome measurement strategies to improve care for complicated... View Details

15 Mar 2016
First Look

March 15, 2016

success had been achieved by cross-industry expansion within China, but since 2008, it had increasingly looked to expand globally. The HNA Group in general and Hainan Airlines in particular were recognized for their quality of View Details

Web

Leadership - Health Care

school board. Krys Mroczkowski Associate Director, Health Care Initiative Krys is responsible for programming and content related to health care delivery and services for MBAs, alumni and faculty. He is passionate about reforming health... View Details

Web

Online Leadership Principles Course | HBS Online

about the difference between leadership and management, uncover the qualities and skills that characterize an effective leader, gain an understanding of common leadership styles, and explore how you can unleash the potential in yourself... View Details

Web

Globalization - Faculty & Research

promising potential benefits, concerns persisted about navigating labor regulations, ensuring appropriate vetting, and guaranteeing the quality of work. Sarah Tang, the newly appointed Vice President of Enterprise at Freelancer, Ltd.,... View Details

18 Jan 2016
Research & Ideas

Hazard Warning: The Unacceptable Cost of Toxic Workers

data to decipher traits belonging to toxic workers. The result was anonymized personal data of almost 60,000 workers from 11 firms, about 70 percent of which were based in the United States. The positions were similar front-line, customer View Details

Keywords: by Roberta Holland

11 Jan 2010
Research & Ideas

Mixing Open Source and Proprietary Software Strategies

profit is by selling complementary goods and services. For example, IBM sells consulting services and proprietary software that are complementary to the OS software it develops, and Sun sells complementary hardware such as servers.... View Details

Keywords: by Julia Hanna; Web Services

04 Mar 2019
What Do You Think?

What’s the Antidote to Surveillance Capitalism?

provided by us willingly.” George Yurieff put it this way: “If you are concerned about your privacy and want to somehow protect yourself to some extent, start paying for services which you want to use stop posting (send directly to your... View Details

Keywords: by James Heskett; Advertising; Consumer Products

06 Sep 2022
Blog Post

Student Spotlight: Summer Internships in Business & Environment

alternatives to factory-farmed meat. They are recreating muscle fiber structure using plant ingredients and building a food and material science innovation platform that will create step-change improvement in meat alternative product View Details

28 May 2019
Research & Ideas

Investor Lawsuits Against Auditors Are Falling, and That's Bad News for Capital Markets

financial reporting quality has fallen in places where it has become harder to sue. The rulings of Tellabs and Janus have made it easier for auditors to argue, “We didn’t know the company lied to us.” How do investors prove that auditors... View Details

Keywords: by Martha Lagace; Financial Services; Financial Services

Publications