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Show Results For
- All HBS Web
(11,972)
- People (51)
- News (3,413)
- Research (6,412)
- Events (24)
- Multimedia (86)
- Faculty Publications (4,959)
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- Article
Evidence of a Modest Price Decline in US Broadband Services
By: Shane Greenstein and Ryan McDevitt
Greenstein, Shane, and Ryan McDevitt. "Evidence of a Modest Price Decline in US Broadband Services." Information Economics and Policy 23, no. 2 (June 2011): 200–211.
- October 2011 (Revised April 2017)
- Teaching Note
Raleigh & Rosse: Measures to Motivate Exceptional Service (Brief Case)
By: Robert L. Simons and Michael Mahoney
Teaching Note for 4353. View Details
Keywords: Control Systems; Performance Measurement; Goal Setting; Compensation; Incentives; Motivation; Sales Compensation; Strategy And Execution; Motivation and Incentives; Goals and Objectives; Salesforce Management; Organizational Culture; Accounting; Performance Evaluation; Compensation and Benefits
- April 1995 (Revised November 1996)
- Teaching Note
Aravind Eye Hospital, Madurai, India: In Service for Sight TN
Teaching Note for (9-593-098). View Details
- February 1994 (Revised June 1994)
- Supplement
Introduction of Telepoint Services in Britain (B): A Stylized Model
Dhebar, Anirudh S. "Introduction of Telepoint Services in Britain (B): A Stylized Model." Harvard Business School Supplement 594-098, February 1994. (Revised June 1994.)
- November 1989
- Background Note
R. Fox Testimony Before the U.S. House Armed Services Committee
By: J. Ronald Fox
Fox, J. Ronald. "R. Fox Testimony Before the U.S. House Armed Services Committee." Harvard Business School Background Note 390-081, November 1989.
- 2019
- Working Paper
The Customer May Not Always Be Right: Customer Compatibility and Service Performance
This paper investigates the impact of customer compatibility – the degree of fit between the needs of customers and the capabilities of the operations serving them – on customer experiences and firm performance. We use a variance decomposition analysis to quantify the... View Details
Keywords: Customer Compatibility; Satisfaction; Profitability; Customer Relationship Management; Service Operations; Customer Satisfaction; Banking Industry; Retail Industry
Buell, Ryan W., Dennis Campbell, and Frances X. Frei. "The Customer May Not Always Be Right: Customer Compatibility and Service Performance." Harvard Business School Working Paper, No. 16-091, February 2016. (Revised December 2019.)
- 2008
- Working Paper
Concentration Levels in the U.S. Advertising and Marketing Services Industry: Myth vs. Reality
By: Alvin J. Silk and Charles King III
This paper analyzes changes in concentration levels in the U.S. Advertising and Marketing Services (A&MS) industry using publicly released data that have been largely ignored in past discussions of the industrial organization of this industry, namely those available... View Details
Keywords: Advertising; Mergers and Acquisitions; Revenue; Analytics and Data Science; Surveys; Marketing; Measurement and Metrics; Rank and Position; Competition; Service Industry; Service Industry; United States
Silk, Alvin J., and Charles King III. "Concentration Levels in the U.S. Advertising and Marketing Services Industry: Myth vs. Reality." Harvard Business School Working Paper, No. 09-044, September 2008.
- March 2009
- Teaching Note
Motilal Oswal Financial Services Ltd.: An IPO in India (TN)
By: G. Felda Hardymon, Josh Lerner and Ann Leamon
Teaching Note for [807095]. View Details
- February 19, 2018
- Article
The Parts of Customer Service That Should Never Be Automated
By: Ryan W. Buell
Buell, Ryan W. "The Parts of Customer Service That Should Never Be Automated." Harvard Business Review (website) (February 19, 2018).
- 2013
- Report
Developmental Readiness and Mindful Engagement in the Singapore Public Service
By: D. Scott DeRue and Christopher G. Myers
Keywords: Leadership; Leadership Development And Career Planning; Leadership Development; Public Administration Industry; Singapore; Asia
DeRue, D. Scott, and Christopher G. Myers. "Developmental Readiness and Mindful Engagement in the Singapore Public Service." Report, Civil Service College, Singapore, 2013.
- 1983
- Other Unpublished Work
Services from Public Capital: The Outlook for Boston's Physical Infrastructure
By: Dutch Leonard, Arnold Howitt, Helen F. Ladd and Ann B. Weeks
- 29 Nov 2013
- Working Paper Summaries
Surfacing the Submerged State with Operational Transparency in Government Services
- 12 Feb 2015
- Talk
Multiple Team Membership, Turnover, & On-time Delivery: Evidence Construction Services
By: Hise O. Gibson, Bradley R. Staats and Ananth Raman
- January 13, 2013
- Blog Post
Revitalizing America: Whatever the Question, National Service Is an Answer
Kanter, Rosabeth Moss. "Revitalizing America: Whatever the Question, National Service Is an Answer." Huffington Post, The Blog (January 13, 2013). http://nrs.harvard.edu/urn-3:hul.eother:kanterservice.
- October 1981
- Background Note
Note on Executive Search, Career Counseling, and Other Placement Services
Sonnenfeld, Jeffrey A. "Note on Executive Search, Career Counseling, and Other Placement Services." Harvard Business School Background Note 482-034, October 1981.
- 2007
- Article
Convictions, Conventions and the Operational Risk Maze—The Cases of Three Financial Services Institutions
By: Anette Mikes
Making sense of operational risk practices in the financial services sector is a challenge. There is a temptation to explain the wide variety of approaches as a characteristic of the early stage of development in which the genre resides.Based on the evidence of... View Details
Keywords: Management Practices and Processes; Risk Management; Governing Rules, Regulations, and Reforms; Conflict and Resolution; Organizations; Financial Services Industry
Mikes, Anette. "Convictions, Conventions and the Operational Risk Maze—The Cases of Three Financial Services Institutions." International Journal of Risk Assessment and Management 7, no. 8 (2007): 1027–1056.
- 18 Oct 2006
- Working Paper Summaries
Racial Diversity Initiatives in Professional Service Firms: What Factors Differentiate Successful from Unsuccessful Initiatives?
- 1999
- Chapter
The Service Profit Chain: Intellectual Roots, Current Realities, and Future Prospects
By: Roger Hallowell and Leonard A. Schlesinger
- December 2022
- Supplement
The Walt Disney Company Streaming Services (B): Expanding The Product Line
By: Robert J. Dolan
Dolan, Robert J. "The Walt Disney Company Streaming Services (B): Expanding The Product Line." Harvard Business School Supplement 523-048, December 2022.
- October 2022
- Supplement
Volt Lines: Leading a B2B Service Provider through a Crisis (C)
By: Navid Mojir and Gamze Yucaoglu
Mojir, Navid, and Gamze Yucaoglu. "Volt Lines: Leading a B2B Service Provider through a Crisis (C)." Harvard Business School Supplement 523-039, October 2022.