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Show Results For
- All HBS Web
(2,906)
- People (4)
- News (721)
- Research (1,836)
- Events (3)
- Multimedia (10)
- Faculty Publications (1,008)
- April 2004 (Revised July 2007)
- Case
OfficeTiger
By: Joseph B. Lassiter III and Johanna Regine Naunton Blaxall
OfficeTiger was founded in late 1999 with an innovative approach to global outsourcing. The company's employees, located primarily in India, provided services for corporations, investment banks, and professional services firms throughout the United States, Europe, and... View Details
Keywords: Mergers and Acquisitions; Globalized Markets and Industries; Job Cuts and Outsourcing; Growth and Development Strategy; Service Operations; India
Lassiter, Joseph B., III, and Johanna Regine Naunton Blaxall. "OfficeTiger." Harvard Business School Case 804-109, April 2004. (Revised July 2007.)
- January 1999 (Revised December 2000)
- Case
Finale
By: Joseph B. Lassiter III, Michael J. Roberts and Matthew C. Lieb
Designed for use with "Room for Dessert" to show the changes between creating the initial business plans and starting to serve customers. Conforti and Moore have to both manage the business and deliver service to customers on a day-to-day basis in the initial location... View Details
- April 2011
- Case
Porcini's Pronto: "Great Italian cuisine without the wait!"
By: James L. Heskett and Richard Luecke
Porcini's Inc. operates a chain of 23 full-service restaurants located near shopping malls and downtown areas in the northeastern United States. Known for providing excellent service, Porcini's serves high-quality Italian cuisine made from fresh ingredients. Looking... View Details
Keywords: Franchising; Syndication; Quantitative Analysis; Performance Measurement; Human Resource Management; Incentives; Motivation; Consumer Behavior; Measurement and Metrics; Quality; Customer Value and Value Chain; Selection and Staffing; Expansion; Business Growth and Maturation; Service Delivery; Franchise Ownership; Customer Focus and Relationships; Product Marketing; Service Industry; Service Industry; Northeastern United States
Heskett, James L., and Richard Luecke. Porcini's Pronto: "Great Italian cuisine without the wait!". Harvard Business School Brief Case 114-277, April 2011.
- May 2006 (Revised July 2007)
- Case
Creating Meaning for the Customer: The Case of GMACI
Excellence in exploiting customer information and leveraging its affiliation to the GM group are among the strategic options that GMAC Insurance CEO Gary Kusumi is considering. GMAC Insurance, the wholly-owned auto insurance subsidiary of General Motors, formed through... View Details
Keywords: Customer Relationship Management; Decision Choices and Conditions; Knowledge Use and Leverage; Strategy; Auto Industry; Insurance Industry
Martinez-Jerez, Francisco de Asis, Nathan Mangum, and Joshua Bellin. "Creating Meaning for the Customer: The Case of GMACI." Harvard Business School Case 106-073, May 2006. (Revised July 2007.)
- January 2014 (Revised May 2014)
- Case
Tech Mahindra and the Acquisition of Satyam Computers (A)
By: Srikant M. Datar, Anjali Raina and Namrata Arora
Set in 2008, the case details Tech Mahindra, an information technology (IT) company within the Mahindra Group, an Indian multi-industry company with a diverse stable of businesses including automotives, farm equipment, and financial services, and its decision to... View Details
Datar, Srikant M., Anjali Raina, and Namrata Arora. "Tech Mahindra and the Acquisition of Satyam Computers (A)." Harvard Business School Case 114-049, January 2014. (Revised May 2014.)
- June 2008
- Case
Rackspace Hosting in Late 2000
By: James L. Heskett and W. Earl Sasser
The leadership team of Rackspace, faced with accommodation of its service offering and dwindling financial reserves, decides to make customer focus the rallying cry of its new strategy. This short case was designed as the discussion igniter for a series of short video... View Details
Keywords: Customer Focus and Relationships; Finance; Management Teams; Service Operations; Customer Ownership; Strategy
Heskett, James L., and W. Earl Sasser. "Rackspace Hosting in Late 2000." Harvard Business School Case 808-166, June 2008.
- January 1999 (Revised March 2001)
- Case
MindSpring
In a business environment where Internet Service Providers (ISP) has become increasingly commodity-like, Charles Brewer, founder and CEO of MindSpring, the nation's sixth largest ISP and the recognized leader in customer satisfaction, ponders a proposed merger with... View Details
Keywords: Internet and the Web; Entrepreneurship; Mergers and Acquisitions; Customer Satisfaction; Growth and Development Strategy; Web Services Industry; United States
Rayport, Jeffrey F., Joseph Keough, and Cathy Olofson. "MindSpring." Harvard Business School Case 899-178, January 1999. (Revised March 2001.)
- January 2011
- Case
Aardvark
By: Thomas R. Eisenmann, Alison Berkley Wagonfeld and Lauren Barley
Aardvark is an online social search service that allows users to pose questions and receive answers from other users in their extended social network. The case explores the process that Aardvark's founders used to design and develop their product based on intensive... View Details
Keywords: Business Startups; Customer Focus and Relationships; Customer Satisfaction; Entrepreneurship; Product Design; Product Development; Social and Collaborative Networks; Internet and the Web
Eisenmann, Thomas R., Alison Berkley Wagonfeld, and Lauren Barley. "Aardvark." Harvard Business School Case 811-064, January 2011.
- January 1995 (Revised November 1996)
- Case
Avalon Information Services, Inc.
By: Lynn S. Paine and Wilda White
The Privacy Review Committee of Avalon Information Services must decide how to deal with concerns voiced by its retail supermarket customers about the privacy of consumer data collected through Avalon's point-of-sale data collection program. One customer is proposing... View Details
Keywords: Mission and Purpose; Safety; Demand and Consumers; Rights; Analytics and Data Science; Information Technology; Ethics; Information Industry
Paine, Lynn S., and Wilda White. "Avalon Information Services, Inc." Harvard Business School Case 395-036, January 1995. (Revised November 1996.)
- July – August 2008
- Article
When Virtue Is a Vice
By: Anat Keinan and Ran Kivetz
Choosing duty over pleasure today can cause regret down the road—whereas regret over the reverse is fleeting. Marketers of luxury products and services should consider prompting customers to predict their future feelings about choices made now. View Details
Keywords: Decision Choices and Conditions; Forecasting and Prediction; Moral Sensibility; Marketing Strategy; Consumer Behavior; Emotions; Luxury
Keinan, Anat, and Ran Kivetz. "When Virtue Is a Vice." HBS Centennial Issue Harvard Business Review 86, nos. 7/8 (July–August 2008): 22.
- 23 Mar 2017
- News
Cost-cutting Leads to Turbulence in the Airline Industry
- January 1992
- Background Note
Managing Sales Interfaces: An Introduction
By: Frank V. Cespedes
Concerns issues involved in coordinating sales efforts with product management and customer service activities. First, discusses environmental factors that increase integration requirements among these groups, and why these factors make the field sales force a crucial... View Details
Keywords: Product Marketing; Social Marketing; Multi-Sided Platforms; Groups and Teams; Salesforce Management
Cespedes, Frank V. "Managing Sales Interfaces: An Introduction." Harvard Business School Background Note 592-068, January 1992.
- 31 Oct 2019
- Video
Cem Boyner
Cem Boyner, President of Boyner Holding, one of the largest retailers in Turkey, discusses innovation around adapting retail services to the needs of local customers in Turkey, including pioneering the concept... View Details
- March 2018 (Revised August 2020)
- Case
Alaska Airlines: Empowering Frontline Workers to Make It Right
By: Ranjay Gulati, Andrew O'Connell and Caroline de Lacvivier
This case documents the ongoing efforts by Alaska Airlines to enhance its efforts to become more customer centric by empowering its employees using a service framework. It explores how the airline starts with a completely hands-off approach to empowerment in which... View Details
Keywords: Employee Empowerment; Customer Focus and Relationships; Employees; Service Delivery; Organizational Culture; Integration; Air Transportation Industry
Gulati, Ranjay, Andrew O'Connell, and Caroline de Lacvivier. "Alaska Airlines: Empowering Frontline Workers to Make It Right." Harvard Business School Case 418-063, March 2018. (Revised August 2020.)
- 2008
- Simulation
Everest Leadership and Team Simulation
By: Michael A. Roberto and Amy C. Edmondson
This item is currently not available for purchase on this site. To order, please contact Customer Service - (800) 545-7685 or (617) 783-7600. **REVISED AUGUST 2009!** This web-based simulation uses the dramatic context of a Mount Everest expedition to reinforce student... View Details
- January 2010 (Revised February 2010)
- Case
IBM Retail Business Assessment at Dillard's, Inc.: Managing Staffing Levels to Improve Conversion
This case illustrates the challenges associated with matching staffing levels with variable workload in retail stores and highlights how decisions related to staffing and scheduling affect operational performance and the quality of labor at the stores. The case... View Details
Keywords: Customer Satisfaction; Employees; Market Transactions; Service Delivery; Service Operations; Performance Improvement; Retail Industry
Ton, Zeynep. "IBM Retail Business Assessment at Dillard's, Inc.: Managing Staffing Levels to Improve Conversion." Harvard Business School Case 610-051, January 2010. (Revised February 2010.)
- 11 Feb 2016
- News
Standardizing Patient Outcomes Measurement
- July 2002 (Revised August 2002)
- Case
SIG Beverages (A)
SIG Beverages, a leading supplier of bottling and packaging systems for the beverage industry, has recognized an opportunity in providing services for its product end users. Management's challenge is to develop a service portfolio to address end users' needs, while... View Details
Keywords: Organizational Change and Adaptation; Production; Service Delivery; Manufacturing Industry; Italy
Oliva, Rogelio, and James Quinn. "SIG Beverages (A)." Harvard Business School Case 603-018, July 2002. (Revised August 2002.)
- March 2018
- Teaching Note
Augmedix
By: Frank V. Cespedes
Teaching Note for HBS No. 817-048. Augmedix provides a service that live-streams video of patient appointments to a remote scribe, freeing up significant physician time from electronic medical record data-entry tasks. The venture is confronting decisions in areas such... View Details
- April 2008
- Module Note
Improvement with Customer-Operators
By: Frances X. Frei and Dennis Campbell
Taught as the third module in a Harvard Business School course on Managing Service Operations: Understanding the Customer Operating Role (606-092). Explores how firms can systematically leverage their customer-operators in the organizational improvement process is... View Details
Keywords: Service Operations; Performance Improvement; Customer Focus and Relationships; Framework; Employees; Business Model; Management Practices and Processes; Organizational Design
Frei, Frances X., and Dennis Campbell. "Improvement with Customer-Operators." Harvard Business School Module Note 608-135, April 2008.