Service Design - Publications - Faculty & Research

31 Jan 2022
Research & Ideas

Where Can Digital Transformation Take You? Insights from 1,700 Leaders

their organizations merely sell the products and services they have rather than develop new offerings based on evolving customer needs and desires. Interestingly, only 55 percent of survey respondents ranked customer focus as one of the... View Details

Keywords: by Linda A. Hill, Ann Le Cam, Sunand Menon, and Emily Tedards

10 Jan 2012
Working Paper Summaries

The Evolving Basis for Legitimacy of the World Trade Organization: Dispute Settlement and the Rebalancing of Global Interests

Keywords: by Arthur Daemmrich

05 Jul 2006
Working Paper Summaries

Implementing New Practices: An Empirical Study of Organizational Learning in Hospital Intensive Care Units

Keywords: by Anita L. Tucker, Ingrid M. Nembhard & Amy C. Edmondson; Health

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Organizational Behavior - Faculty & Research

More Information HBS Working Knowledge Is it Worth a Pay Cut to Work for a Great Manager (Like Bill Belichick)? By: Boris Groysberg & Abhijit Naik More Information HBS Working Paper Series Does 'What We Do' Make Us 'Who We Are'? Organizational View Details

September 2012
Case

SCMS: Battling HIV/AIDS in Africa

By: Ananth Raman, Noel Watson, Santiago Kraiselburd and Emmanuel Akili

In 2005, USAID and the U.S. President's Emergency Plan for AIDS Relief (PEPFAR), created the Supply Chain Management System (SCMS) to procure and distribute essential medicines and supplies; provide technical assistance to transform existing supply chains; and... View Details

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Fatima Albassam

Collaborating with a friend, Nouf, Fatima launched Jonnah, a nonprofit that would help women with sewing skills get the materials, space, and services necessary to run a garment business. By August 2018, they had successfully launched... View Details

25 Sep 2006
Research & Ideas

How Software Platforms Revolutionize Business

transformed nearly every major industry for the past quarter century." Think of software platforms as ring leaders of ecosystems in which a few or many companies can participate to reach users. These core products, like Windows, for example, offer software View Details

Keywords: by Sean Silverthorne; Web Services; Web Services

September 2022
Case

BancoSol: Financial Inclusion in the Perfect Storm

By: Michael Chu and Carla Larangeira

In the pandemic, financial inclusion icon BancoSol faces a government-mandated year-long deferral of all loan payments, followed by the sudden Covid death of its CEO. In a Bolivia mired in political turmoil following a failed presidential election, with clients not... View Details

Keywords: Decision Making; Crisis Management; Management Succession; Business Strategy; Innovation Leadership; Risk and Uncertainty; Financing and Loans; Restructuring; Financial Services Industry; Latin America; Bolivia

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Ways to Give Today - Alumni

Services 617.495.1750 Send a Check Make your check payable to Harvard Business School. Mail check to: Harvard Business School P.O. Box 412275 Boston, MA 02241-2275 If using FedEx, UPS, DHL, or any other View Details

24 Apr 2012
First Look

First Look: April 24

would not be achieved even if the product offered a payout ratio comparable to U.S. insurance contracts. We present evidence suggesting that lack of trust, liquidity constraints, and limited salience are significant non-price frictions that constrain demand. We suggest... View Details

Keywords: Carmen Nobel

June 2020 (Revised May 2022)
Case

Vanguard Retail Operations (A)

By: Willy C. Shih and Antonio Moreno

The first two cases in this series are set in the financial services industry, and explore whether it is better for back-office workers to be generalists who provide the flexibility of being able to handle the complete range of transactions that the company faces or... View Details

Keywords: Pooling; Generalist Model; Specialist Model; Operations; Service Operations; Management; Job Design and Levels; Financial Services Industry; United States

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September 2015
Technical Note

The On-Demand Economy

By: Cynthia A. Montgomery, James Weber and Elizabeth Anne Watkins

This note describes the emerging on-demand economy, also referred to as the sharing economy. The note highlights several companies including Uber and Airbnb that exemplify this new mode of competition, a model that threatens to disrupt traditional firms. Uber provides... View Details

Keywords: Regulation; Reform; Disruption; Disruptive Innovation; Strategy; Technological Innovation; Labor; Employment; Working Conditions; Human Capital; Rights; Organizational Design; Social and Collaborative Networks; Service Industry

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Rosabeth Moss Kanter holds the Ernest L. Arbuckle Professorship at Harvard Business School, specializing in strategy, innovation, and leadership for change. Her strategic and practical insights guide leaders worldwide through teaching, writing, and direct... View Details

30 Apr 2024
Book

When Managers Set Unrealistic Expectations, Employees Cut Ethical Corners

designed to boost responsibility, yet corporate misconduct has persisted—and in many ways worsened, often to the tune of billions of dollars in losses. Perhaps that’s because organizations are still failing to recognize that misconduct is... View Details

Keywords: by Dina Gerdeman

25 Jun 2024
Research & Ideas

Rapport: The Hidden Advantage That Women Managers Bring to Teams

(worldwide), but service industries like food and retail in this part of the world are great examples, and they occupy very large proportions of the labor force. The findings here apply to a lot of workers,” Tamayo says. Rather than hire... View Details

Keywords: by Kara Baskin; Food & Beverage

20 Sep 2016
First Look

September 20, 2016

hosts who have never had an African-American guest, suggesting only a subset of hosts discriminate. While rental markets have achieved significant reductions in discrimination in recent decades, our results suggest that Airbnb’s current View Details

Keywords: Sean Silverthorne

Stephen P. Bradley

Professor Bradley is the William Ziegler Professor of Business Administration Emeritus at the Harvard Business School. In addition to teaching Management and Strategy in the Owner President Management Program and leading an... View Details

Keywords: financial services; financial services; financial services; financial services; financial services; financial services; financial services

04 May 2015
Research & Ideas

Need to Solve a Problem? Take a Break From Collaborating

Got a problem? Throw some collaboration software at it. It's a common strategy among today's managers: Organizations spend a lot of money on technology that enables employees to tackle problems collectively. Hence, the market is rife with connectivity tools and View Details

Keywords: by Carmen Nobel; Web Services; Web Services

April 2018
Teaching Note

InsideSales.com (A) and (B)

By: Frank Cespedes

Teaching Note for HBS Nos. 817-018 and 817-042. InsideSales.com (ISC) has been successful selling its software to small- and medium-sized businesses (SMB). But for various reasons, the founders see “the next stage of growth” as building a scalable sales and service... View Details

Keywords: Corporate Entrepreneurship; Organizational Change and Adaptation; Organizational Design; Customer Relationship Management; Growth Management; Marketing Strategy; Salesforce Management; Talent and Talent Management; Technology Industry

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02 Mar 2010
First Look

First Look: March 2

discussed supporting innovation through a range of additional policy interventions, including tax credits, loan guarantees, IP policy, regulatory mandates, codes, and standards. It is critically important that these kinds of interventions be thoughtfully View Details

Keywords: Martha Lagace

Publications

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Where Can Digital Transformation Take You? Insights from 1,700 Leaders

The Evolving Basis for Legitimacy of the World Trade Organization: Dispute Settlement and the Rebalancing of Global Interests

Implementing New Practices: An Empirical Study of Organizational Learning in Hospital Intensive Care Units

Organizational Behavior - Faculty & Research

SCMS: Battling HIV/AIDS in Africa

Fatima Albassam

How Software Platforms Revolutionize Business

BancoSol: Financial Inclusion in the Perfect Storm

Ways to Give Today - Alumni

First Look: April 24

Vanguard Retail Operations (A)

The On-Demand Economy

Rosabeth M. Kanter

When Managers Set Unrealistic Expectations, Employees Cut Ethical Corners

Rapport: The Hidden Advantage That Women Managers Bring to Teams

September 20, 2016

Stephen P. Bradley

Need to Solve a Problem? Take a Break From Collaborating

InsideSales.com (A) and (B)

First Look: March 2