Publications

2013
Working Paper

The Dirty Laundry of Employee Award Programs: Evidence from the Field

By: Timothy Gubler, Ian I. Larkin and Lamar Pierce

Many scholars and practitioners have recently argued that corporate awards are a "free" way to motivate employees. We use field data from an attendance award program implemented at one of five industrial laundry plants to show that awards can carry significant... View Details

Keywords: Motivation and Incentives; Service Delivery; Performance Productivity; Failure; Service Industry

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01 Sep 2008
News

In Africa, Porter Sees Lessons for Health Care

the highlands of east Africa, it is HIV and TB patients to whom Porter listens intently as they describe their care and treatment. It’s July 2007, and Porter is on a fact-finding trip to Rwanda, part of his work for the Global Health View Details

Keywords: HIV/AIDS; Ambulatory Health Care Services; Ambulatory Health Care Services

2 Dec 2019
Other Presentation

Increasing Solar Power

By: Joseph B. Lassiter III and Abby Hopper

Is increasing solar power the answer? Abby Hopper, president and CEO of the Solar Energy Industries Association, and Professor Joe Lassiter discuss how to deliver reliable, clean, low cost power for people everywhere. View Details

Keywords: Solar Power; Renewable Energy; Service Delivery

July 2000 (Revised August 2005)
Case

Deaconess-Glover Hospital (A)

Chronicles the initial efforts to teach a health care organization to manage itself according to the principles of the Toyota Production System (TPS). Describes the decision and dilemmas that arose from the implementation experiment. Builds on Bowen and Spear's earlier... View Details

Keywords: Management; Service Delivery; Health Care and Treatment; Health Industry; Massachusetts

Summer 2017
Article

Measuring Consumer Preferences for Video Content Provision via Cord-Cutting Behavior

By: Jeffrey Prince and Shane Greenstein

The television industry is undergoing a generational shift in structure; however, many demand-side determinants are still not well understood. We model how consumers choose video content provision among over-the-air (OTA), paid subscription to cable or satellite, and... View Details

Keywords: Information Technology; Service Delivery; Consumer Behavior; Television Entertainment; Service Industry; Service Industry

July 2003 (Revised June 2010)
Case

FrontPoint Partners

By: Jay O. Light

A hedge fund platform, a new and unique kind of asset management firm, contemplates various client markets for its services. View Details

Keywords: Asset Management; Investment; Demand and Consumers; Digital Platforms; Service Delivery; Financial Services Industry

Article

Health Care Providers Need a Value Management Office

By: Robert S. Kaplan, Catherine H. MacLean, Alexander Dresner, Derek A. Haas and Thomas W. Feeley

Many health care organizations are striving to implement a value agenda that delivers better patient outcomes at lower cost, medical condition by medical condition. To accelerate the dissemination and adoption of the value agenda, across many more medical conditions,... View Details

Keywords: Service Delivery; Value; Health Care and Treatment; Health Industry

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October 26, 2015
Article

Measuring and Communicating Health Care Value with Charts

By: Robert S. Kaplan, Robin P. Blackstone, Derek A. Haas and Nikhil G. Thaker

The goal of a health care system should be to deliver the most value to patients: the outcomes achieved for treating a medical condition relative to the costs incurred over a complete care cycle. We have found that a radar (spider web) chart is an effective means to... View Details

Keywords: Service Delivery; Value; Health Care and Treatment; Health Industry

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March 2001 (Revised June 2002)
Background Note

E-Commerce in Latin America

By: Lynda M. Applegate, Luiz Felipe Monteiro and Meredith Collura

Examines the vast potential offered by e-commerce in Latin America. Addresses both B2B and B2C e-commerce, as well as the specific economic, cultural, and technological barriers for doing business online in the region. View Details

Keywords: Trade; Entrepreneurship; Market Transactions; Service Delivery; Online Technology; Latin America

01 Dec 2019
News

Accelerating a Gas-on-demand Startup

Service with a Smile: Classmates Nick Alexander (left) and Bryan Frist with one of Yoshi’s service-on-demand vehicles. (photo by Cayce Clifford) The first purpose-built, drive-in gas station opened in Pittsburgh in December 1913. The... View Details

Keywords: April White; startups; on-demand economy; entrepreneurship; Personal Services

May 1993 (Revised July 1995)
Case

Air Miles

By: John A. Quelch

The chairman and CEO of a U.K.-based frequent buyer travel award program is planning on launching in North America. Management must determine the marketing strategy to be used, specifically how the U.K. program should be altered, whether the U.S. and Canadian markets... View Details

Keywords: Marketing Strategy; Service Delivery; Market Entry and Exit; Adaptation; Product Launch; Service Industry; Canada; United Kingdom; United States

October 1988 (Revised March 1989)
Case

Florida Power Light Quality Improvement (QI) Story Exercise (A)

Florida Power and Light (FPL) has developed a widely acclaimed quality improvement program (QIP). This exercise leads the students through the process that a division of FPL utilized in an attempt to "improve service." Specifically, the process requires students to... View Details

Keywords: Quality; Service Delivery; Performance Improvement; Business Processes; Utilities Industry; Florida

11 Dec 2017
News

Growing from Within

customer service are important. We track closely the voice of the customer. Both hotels and quick service restaurants are also primarily people businesses where having high-performing teams that are engaged... View Details

Keywords: Dan Morrell; Food Services and Drinking Places; Food Services and Drinking Places

Career Coach

Mark Hardie

earlier led new product innovation at Agero Inc., an automotive industry service provider. At Ipsos, Mark drove smartphone-based service innovation in the Futures Group. For six years at Nokia Inc., Mr.... View Details

Keywords: Financial Services (All); Financial Services (All); Financial Services (All); Financial Services (All); Financial Services (All); Financial Services (All); Financial Services (All)

October 1999 (Revised November 1999)
Case

VITAS: Innovative Hospice Care

VITAS, a for-profit hospice, has grown through acquisitions and start-ups. The company considers a rollup strategy, and Deirdre Lawe must decide whether to make a particular acquisition. View Details

Keywords: Value Creation; For-Profit Firms; Service Delivery; Health Care and Treatment; Acquisition; Service Industry

Profile

Laura Mackay

(e.g., new delivery models, digital health, etc.) is front and center. The level of access to thought leaders in the community and alumni network, as well as to entrepreneurs and established companies driving the latest insights and... View Details

Keywords: Health Care; Technology

April 2001
Teaching Note

Microsoft Carpoint

By: Jeffrey F. Rayport, Steven Silverman and William A. Sahlman

Teaching Note for (9-898-280). For book only - not listed on case. View Details

Keywords: Competitive Strategy; Internet and the Web; Service Delivery; Partners and Partnerships; Change; Customers; Web Services Industry