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  • 01 Mar 2008
  • News

Community Partners Program Honored for Service to Nonprofits

The HBS clubs' Community Partners program, which provides free consulting services to nonprofits, has received the Volunteer Service Award from the President’s Council on View Details
Keywords: Educational Services; Educational Services
  • July 2008 (Revised December 2011)
  • Supplement

ghSMART(-er) & Co., 2008: Pioneering in Professional Services

By: Noam T. Wasserman and Ashraf Haque
Geoff Smart, founder and CEO of ghSMART & Co., wanted to build ghSMART into the #1 management-assessment firm for CEOs and investors. However, he had just received two pieces of very bad news: the demise of an existing project and the loss of a $1 million engagement he... View Details
Keywords: Business Ventures; Managerial Roles; Organizational Structure; Problems and Challenges; Loss; Motivation and Incentives; Service Industry
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  • January/February 2004
  • Article

Cheaper, Faster, Easier: Disruption in the Service Sector

By: Clayton M. Christensen and Scott D. Anthony
Keywords: Disruption; Service Industry
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  • 17 Aug 2021
  • News

HBS Appoints Kenneth J. Peterson Executive Director for Knowledge and Library Services

  • Web

Responsibilities and Acceptable Use - Research Computing Services

legitimate purposes which benefit the research at Harvard University. Storage Do not store backups of your desktop or laptop data on the research storage , as this high-capacity, high-availability storage is expensive. Please use the HBS-supplied CrashPlan for backup... View Details
  • Research Summary

Ownership Qutotient: Putting the Service Profit Chain for Unbeatable Competitive Advantage

By: W. Earl Sasser

Professors Jim Heskett and Earl Sasser, in collaboration with Joe Wheeler have been examining cuatomer and employee ownership behaviors which have a profound impact on long term profit and growth. Their findings are published in Ownership Quotient:... View Details

  • 20 Jul 2012
  • News

Use Social Media to Partner with Customers and Improve Service

  • 31 Oct 2018
  • News

How Bad is Airline Service, Really? And Other Customer Service Complaints

  • September 1997 (Revised January 1998)
  • Teaching Note

Indianapolis: Implementing Competition in City Services TN

By: William J. Bruns Jr.
Teaching Note for (9-196-099). View Details
Keywords: Competition; City; Indiana
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  • 01 Jan 2009
  • Conference Presentation

The Current State of Professional Service Firms

By: Thomas J. DeLong
Keywords: Business Ventures
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  • November 1999 (Revised May 2001)
  • Case

AGENCY.COM (A): Launching an Interactive Service Agency

By: Ashish Nanda, Thomas J. DeLong and Scot H. Landry
Having recently launched one of Silicon Valley's first start-ups, cofounders Chan Suh and Kyle Shannon ponder whether their interactive consulting firm is prepared to bid for work from a very large client. View Details
Keywords: Business Startups; Internet and the Web; Problems and Challenges; Business Strategy; Decision Making; Entrepreneurship; Consulting Industry; Information Technology Industry
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  • 1 Nov 1993
  • Conference Presentation

Information Technology's Role in Transforming Customer Service

By: Jim I. Cash Jr.
Keywords: Information Technology; Customer Focus and Relationships
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  • January 1978
  • Case

Zero-Base Budgeting in the Public Health Service

By: Regina E. Herzlinger
Keywords: Health Care and Treatment; Budgets and Budgeting
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  • 31 Oct 2013
  • News

The Secret Magic Behind Netflix Customer Service

  • 26 Jan 2023
  • News

The Death of the Customer Service Hotline

  • 15 Apr 2019
  • News

Why Anxious Customers Prefer Human Customer Service

  • Web

RCS Offboarding Checklist - Research Computing Services

Usage and Policies RCS Offboarding Checklist RCS would like to wish well to those who are departing for new opportunities and congratulate graduates! In anticipation of your departure from HBS, we'd like to bring to your attention the following RCS-related departure... View Details
  • 1991
  • Article

Job Satisfaction, Service Capability and Customer Satisfaction: An Examination of Linkages and Management Implications

By: Leonard A. Schlesinger and Jeffrey Zornitsky
Survey data from 1,277 employees and 4,269 customers of a personal lines insurance organization were analyzed with the following results: (a) employee perceptions of service quality are positively related to both job satisfaction and self-perceived service capability;... View Details
Keywords: Service Delivery; Satisfaction; Jobs and Positions; Customer Satisfaction
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  • April 2008
  • Teaching Note

Managing Service Operations: The Managerial Research Design Process

By: Frances X. Frei and Dennis Campbell
Keywords: Service Operations; Management
Related
  • 1994
  • Chapter

Taco Bell Corporation: A Case of Service Leadership

By: Roger Hallowell and Leonard A. Schlesinger
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