Service Delivery - Publications - Faculty & Research

10 Mar 2015
Research & Ideas

The Surprising Winners and Losers in the Retail Revolution

brick and clicks are Home Depot and Pet Smart. What did Home Depot do right? Rajiv Lal: Home Depot thought about the challenges facing their business very strategically. They've gone category by category and asked: What is the best way to View Details

Keywords: by Sean Silverthorne; Retail

26 Jul 2016
First Look

July 26, 2016

Thomas W. Feeley, Diana J. Mason, Richard L. Schilsky, Ellen L. Stovall, and Shelley Fuld Nasso Abstract—"What Health System Transformations Do You Believe Are Necessary for the Future of Health Care?" We need to transform to a true value-based health care... View Details

Keywords: Sean Silverthorne

January 2025
Teaching Note

Vytal: Packaging-as-a-Service

By: George Serafeim, Michael W. Toffel and Stacy Straaberg

Teaching Note for HBS Case No. 124-007. The Germany-based startup Vytal operated the largest digital-native reusable packaging-as-a-service network globally, having raised nearly €15 million, established a large network of restaurant partners, and prevented the use of... View Details

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August 1992
Case

Otis Pacific Asia Operations (A): National Challenges

By: Michael Y. Yoshino

Describes the elevator market and Otis's competitive position in four markets: Hong Kong, Malaysia, India, and Japan. The student is asked to evaluate the strategic and competitive challenges in each market, especially in light of strong Japanese competition across the... View Details

Keywords: Marketing Strategy; Network Effects; Problems and Challenges; Global Strategy; Goals and Objectives; Service Delivery; Competitive Advantage; Competition; Technology Industry; Manufacturing Industry; India; Japan; Malaysia; Hong Kong

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05 Mar 2014
What Do You Think?

When Will the Next Dot.com Bubble Burst?

the Internet and promised one-hour delivery of a wide range of products, including an entire evening's complement of food and videos, with no delivery fee and at a price roughly equal to what one would pay... View Details

Keywords: by James Heskett; Publishing; Retail

June 2010 (Revised September 2010)
Case

Atlantis Paradise Island Resort & Casino: Improving Performance with a New Vision and Mission

By: Lynda M. Applegate and Gabriele Piccoli

Atlantis Paradise Island adopted a new vision and mission to provide its guests and employees an enhanced brand experience. The dilemma Atlantis faced was how to integrate the new vision and mission into all the brand touch points in order to improve customer... View Details

Keywords: Change Management; Customer Satisfaction; Corporate Entrepreneurship; Employee Relationship Management; Brands and Branding; Service Delivery; Mission and Purpose; Performance Improvement; Accommodations Industry

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15 Nov 2004
Research & Ideas

Solving the Health Care Conundrum

services as well as information that assesses the relative value delivered by providers. Because the United States has competition in health care, we would expect to see improving value, but we see just the opposite. Value-based... View Details

Keywords: by Michael E. Porter; Health

July 2001 (Revised February 2002)
Case

Enspire Learning

An MBA student founds an e-education business and must decide which customers to target and which products/services to produce. View Details

Keywords: Customer Relationship Management; Internet and the Web; Service Delivery; Education; Business Startups; Planning; Web Services Industry; Web Services Industry

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26 Jun 2000
Research & Ideas

Presentation Round-Up

creation, production, delivery and use of the Web, as well as toward a service delivery infrastructure. Panelist Katie Burke (HBS MBA '95) noted Web-based e-mail as a good... View Details

Keywords: by Martha Lagace & Kenneth Liss; Technology; Communications; Telecommunications

02 Apr 2015
Research & Ideas

Digital Initiative Summit: Big Messages, Small Screens, Many Choices

is, if the app is the way we interact with the brands, how do you get me to be one of your favorite apps?" Gupta said that a successful app must provide obvious, unique value—and meet consumers where they live. As an example, he cited the grocery chain Tesco, which... View Details

Keywords: by Carmen Nobel; Advertising

August 2024
Case

Pioneering Pain Management: CWC Alliance Combats the Opioid Epidemic

By: Susanna Gallani, Karen L. Sedatole and Sarah Mehta

Set in March 2024, this case is about CWC Alliance (CWC), a nonprofit working to prevent opioid addiction in the U.S. Founder Cammie Wolf Rice launched CWC in 2018 after her son, Christopher Wolf, died of a heroin overdose. Wolf’s dependence on opioids stemmed from a... View Details

Keywords: Health Care and Treatment; Innovation and Invention; Jobs and Positions; Nonprofit Organizations; Expansion; Growth and Development Strategy; Service Delivery; Mission and Purpose; Health Industry; United States; Georgia (state, US); Atlanta

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2011
Working Paper

The Impact of Forward-Looking Metrics on Employee Decision Making

By: Pablo Casas-Arce, F. Asis Martinez-Jerez and V.G. Narayanan

This paper analyzes the effects of providing forward-looking metrics on employee decision making. We use data from a southern European bank that, in April 2002, started providing its branch managers with customer lifetime value (CLV) information about mortgage... View Details

Keywords: Customer Value and Value Chain; Decision Choices and Conditions; Mortgages; Employees; Information; Knowledge Use and Leverage; Service Delivery; Banking Industry; Europe

Citation

May 2008 (Revised April 2018)
Case

The University of Texas MD Anderson Cancer Center: Interdisciplinary Cancer Care

By: Michael E. Porter and Sachin H. Jain

In 2006, University of Texas MD Anderson Cancer Center was an internationally leading institution for cancer care, education, and research. Since 1996, it had successfully reorganized itself from a cancer hospital that was physically organized around clinical... View Details

Keywords: Buildings and Facilities; Health Disorders; Organizational Structure; Medical Specialties; Organizational Change and Adaptation; Value Creation; Service Delivery; Research; Health Care and Treatment; Education Industry; Health Industry; Texas

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June 2022
Case

Worten Portugal: Becoming a Digital Marketplace

By: Antonio Moreno, Pedro Amorim and Tonia Labruyere

With Amazon's entry into Portugal, Miguel Mota Freitas, CEO of Portuguese electronics chain Worten, is reflecting on their strategy of building a competitive marketplace. View Details

Keywords: Digital Transformation; Digital Strategy; Digital Platforms; Brands and Branding; E-commerce; Logistics; Service Delivery; Supply Chain; Competitive Strategy; Diversification; Consumer Products Industry; Electronics Industry; Retail Industry; Portugal; Spain

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22 Feb 2016
Research & Ideas

The ‘Mother of Fair Trade’ was an Unabashed Price Protectionist

“She also offered medical advice, delivery services, and prescription compounding—services not offered by department stores,” writes Sawyer. “Gleason also cultivated a reputation for providing indigent community members with medical... View Details

Keywords: by Dina Gerdeman; Legal Services; Legal Services; Legal Services

23 Jul 2013
First Look

First Look: July 23

http://www.benedelman.org/publications/request/?doc=913061 Purchase this case: http://hbr.org/search/913061-PDF-ENG Harvard Business School Case 813-164 Grupo RBS (A) No description available. Purchase this case: http://hbr.org/search/813164-PDF-ENG Harvard Business... View Details

Keywords: Anna Secino

June 2000
Case

Lifeline Systems, Inc. (A)

By: H. Kent Bowen and Marilyn Matis

Lifeline Systems provides emergency response equipment to the elderly who live at home. The company uses local hospitals to market, sell, and install these units in homes, while the hospital monitors and calls for aid to respond to emergency calls from the elderly... View Details

Keywords: Health Care and Treatment; Product Marketing; Sales; Problems and Challenges; Growth and Development Strategy; Managerial Roles; Service Operations; Information Infrastructure; Age; Service Delivery; Restructuring; Crisis Management; Service Industry; Service Industry

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September 1998 (Revised June 1999)
Case

Discovery Health (A)

A South African health insurance company undertakes a redesign of its prescription drug coverage policy in light of its experiences with Prozac. View Details

Keywords: Motivation and Incentives; Service Delivery; Insurance; Health Care and Treatment; Insurance Industry; South Africa

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Article

What Do Nongovernmental Organizations Do?

By: Eric D. Werker and Faisal Z. Ahmand

Nongovernmental organizations are one group of players who are active in the efforts of international development and increasing the welfare of poor people in poor countries. Nongovernmental organizations are largely staffed by altruistic employees and volunteers... View Details