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November 1986 (Revised November 1987)
Case

MG Services

By: David B. Yoffie

Keywords: Service Industry

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March 1994 (Revised September 1995)
Case

Enron Gas Services

By: Peter Tufano

The CEO of Enron Gas Services (EGS), a subsidiary of the largest U.S. integrated natural gas firm, considers the risks and opportunities of selling a variety of natural gas derivatives, both embedded in gas delivery contracts and as free-standing financial contracts.... View Details

Keywords: Risk Management; Energy Sources; Financial Services Industry; Financial Services Industry

Article

Sustainability in Financial Services Is Not About Being Green

By: Robert G. Eccles and George Serafeim

Keywords: Sustainability; Financial Services; Banks; Insurance Companies; Risk; Risk Management; Insurance; Accounting; Banks and Banking; Financial Services Industry

2015
Book

What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms

By: James L. Heskett, W. Earl Sasser and Leonard A. Schlesinger

Based on decades of collective field experiences, the authors present anecdotal evidence in support of eight things that great service leaders know and do. Great service leaders know that (1) leading a breakthrough service is different, and they take steps to ensure... View Details

Keywords: Management; Leadership; Service Operations; Service Delivery

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April 2006
Background Note

Designing Sustainable Service Models

By: Frances X. Frei

Taught as the second module in a Harvard Business School course on Managing Service Operations. Addresses the challenge of designing service models that effectively incorporate a customer operating role, as well as how to align operations to deliver value to both the... View Details

Keywords: Business Model; Customers; Design; Managerial Roles; Consumer Behavior; Service Operations; Power and Influence; Value

02 May 2000
Research & Ideas

Leading Professional Service Firms

The HBS Executive Education course Leading Professional Service Firms (LPSF) is an intensive, one-week program that focuses on management issues unique to these firms. It provides a forum for participants from around the world to apply... View Details

Keywords: Re: Jay W. Lorsch; Service; Service; Service

March 1996 (Revised October 1996)
Case

Singapore's Trade in Services

By: Debora L. Spar

Focuses on the efforts of Singapore's Economic Development Board (EDB) to grow the tiny island almost wholly through an expansion of its service economy. Between 1965 and 1990, Singapore achieved a remarkable rate of growth, largely by opening its economy to foreign... View Details

Keywords: Growth Management; Service Operations; Government and Politics; Developing Countries and Economies; Macroeconomics; Service Industry; Singapore

June 2014 (Revised January 2017)
Case

YAAS's Service Center

By: Brian Hall and Sara del Nido

This case is about a compensation change at an automotive service company in the Middle East. The case allows investigation and analysis of many issues related to compensation design and human resource management, and even change management. The focus of the case is... View Details

Keywords: Compensation; Emotions; Values; Compensation and Benefits; Human Resources; Labor; Negotiation; Organizations; Social Psychology; Value Creation; Motivation and Incentives; Service Industry; Service Industry; Kuwait; Middle East

October 2004 (Revised July 2006)
Background Note

The Professional Services Course

By: Ashish Nanda

Outlines the conceptual framework, module structure, and service flow of an MBA course on professional services. View Details

Keywords: Personal Development and Career; Leadership

Teaching Interest

Leading Professional Service Firms

As entry barriers rapidly disappear, competition is accelerating and reshaping the business landscape for professional service firms. Navigating this continual change successfully requires extraordinary leadership abilities. This professional service firm... View Details

March 2002 (Revised October 2002)
Background Note

Service on the Internet: The Effect of Physical Service on Scalability

Develops a framework for exploring the idea of, how service affects the economics of Internet organizations. Development of the framework requires an understanding of the different forms service takes in organizations that conduct business through the Internet. These... View Details

Keywords: Internet and the Web; Service Delivery; Service Industry

April 2013 (Revised November 2013)
Case

Growing Financial Services in India: Aditya Birla Financial Services Group

By: Paul M. Healy and Rachna Tahilyani

Aditya Birla Financial Services Group is a large, broad-based, Indian financial services institution offering products ranging from life insurance and mutual funds to private equity. The company has witnessed a turnaround in recent years and regained lost market share.... View Details

Keywords: Regulatory Environment; Finance; Asset Management; Business Growth and Maturation; Transformation; Leadership Development; Leadership Style; Business Processes; Organizational Structure; Organizational Change and Adaptation; Competitive Strategy; Diversification; Segmentation; Financial Services Industry; Financial Services Industry; India

June 2024
Supplement

Pal's Sudden Service (B)

By: Gary P. Pisano, Francesca Gino and Ruth Page

Pre-Abstract: Instructors should consider the timing of making videos available to students, as they may reveal key case details.

Abstract: Pal's Sudden Service has developed a unique operating model and organizational culture in the quick service... View Details

Keywords: Growth and Development Strategy; Organizational Culture; Motivation and Incentives; Service Operations; Service Industry; Service Industry

November 1989
Background Note

Customer Service

By: Frank V. Cespedes

Keywords: Customers

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1994
Chapter

Managing Services When Service Is a Performance

By: J. A. Deighton

Keywords: Service Operations; Performance; Management; Service Industry

Research Summary

Managing Marketspace Service Interfaces

By: Jeffrey F. Rayport

Jeffrey F. Rayport is focusing on the strategic challenges that face businesses selling information-intensive products and services. A key strategic issue in such businesses is the dematerialization of information-intensive products and services as a consequence of... View Details

Research Summary

Quality in Service Operations

Rogelio Oliva is interested in understanding how the operational characteristics of service delivery processes interact with human resource and marketing policies to determine the long term productivity, quality, and profitability of a service operation. Specifically,... View Details

August 2010 (Revised September 2010)
Case

Paradise Travel Advisory Service

By: Paul W. Marshall, Charles Anthony Miller and Collins Pettus Ward

New managers in a troubled company are faced with developing and implementing a plan to increase revenue in a travel service business. View Details

Keywords: Business Plan; Entrepreneurship; Borrowing and Debt; Revenue; Problems and Challenges; Travel Industry

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June 1996 (Revised April 2003)
Case

AeroTech Service Group, Inc.

AeroTech Service Group uses Internet protocols and other advanced computing technologies to interconnect the IS networks of McDonnell-Douglas Aerospace with many of its customers, suppliers, and other partners. The case discusses AeroTech's product and explores options... View Details

Keywords: Internet and the Web; Information Technology; Information Technology Industry; Air Transportation Industry

Article

Service Fundamentals

By: Leonard A. Schlesinger

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