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  • January 1989 (Revised March 1991)
  • Case

General Electric Canada: Designing a New Organization

By: Lynda M. Applegate and James I. Cash Jr.
General Electric Canada used sociotechnical design techniques to restructure its financial, administrative, facilities, and information technology service from a decentralized, hierarchical organization to a centralized organization composed of self-managing,... View Details
Keywords: Organizational Design; Information Technology; Groups and Teams; Change; Communication; Information; Industrial Products Industry; Canada
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Applegate, Lynda M., and James I. Cash Jr. "General Electric Canada: Designing a New Organization." Harvard Business School Case 189-138, January 1989. (Revised March 1991.)
  • 15 Nov 2012
  • Research & Ideas

Funding the Design of Livable Cities

reduce greenhouse gas emissions, sophisticated design and engineering that cuts energy use by maximizing natural light and reducing the need for heating and air conditioning services is far more effective.... View Details
Keywords: by Lisa Chase; Construction; Real Estate; Energy; Utilities
  • July 1999 (Revised April 2001)
  • Case

Quickturn Design Systems, Inc. (A)

By: Jay W. Lorsch and Katharina Pick
Quickturn Design Systems, Inc. faces a hostile takeover bid from its competitor, Mentor Graphics. Mentor makes the bid at a moment when Quickturn's stock price is depressed and the company is defending against a patent suit filed by Mentor. The two companies have a... View Details
Keywords: Patents; Governing and Advisory Boards; Behavior; Lawsuits and Litigation; Organizations; Acquisition; Corporate Governance; Service Industry
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Lorsch, Jay W., and Katharina Pick. "Quickturn Design Systems, Inc. (A)." Harvard Business School Case 400-001, July 1999. (Revised April 2001.)
  • April 2006 (Revised April 2008)
  • Course Overview Note

Managing Service Operations: Understanding the Customer Operating Role

By: Frances X. Frei
Describes Managing Service Operations: Understanding the Customer Operating Role, a second-year MBA course that consists of three modules. The first module, Conceptualizing the Customer Operating, explores the operational challenges and opportunites of managing... View Details
Keywords: Service Operations
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Frei, Frances X. "Managing Service Operations: Understanding the Customer Operating Role." Harvard Business School Course Overview Note 606-092, April 2006. (Revised April 2008.)​
  • Teaching Interest

Overview

By: Rob Markey

Managing Service Operations - MBA Elective Curriculum

World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course... View Details

Keywords: Customer Lifetime Value; Customer Centric Initiative; Customer Engagement; Service Management; Service Profit Chain; Service Design; Service Models; Service Excellence; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Service Delivery; Service Operations
  • June 2004 (Revised July 2005)
  • Case

Procter & Gamble: Global Business Services

By: Thomas J. DeLong, Warren Brackin, Alex Cabanas, Phil Shellhammer and David L. Ager
Dave Walker, vice-president of business service opportunities and chairman of the governance team at Procter & Gamble, must decide what to do with P&G's 5,700 employee Global Business Services (GBS) group. GBS brought together internal services such as finance,... View Details
Keywords: Business Units; Change Management; Decision Making; Globalized Firms and Management; Job Cuts and Outsourcing; Organizational Design
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DeLong, Thomas J., Warren Brackin, Alex Cabanas, Phil Shellhammer, and David L. Ager. "Procter & Gamble: Global Business Services." Harvard Business School Case 404-124, June 2004. (Revised July 2005.)
  • September 2023
  • Supplement

Design and Evaluation of Targeted Interventions

By: Eva Ascarza
Targeted interventions serve as a pivotal tool in business strategy, streamlining decisions for enhanced efficiency and effectiveness. This note delves into two central facets of such interventions: first, the design of potent decision guidelines, or targeting... View Details
Keywords: Marketing; Design; Business Strategy; Policy; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry
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Ascarza, Eva. "Design and Evaluation of Targeted Interventions." Harvard Business School Spreadsheet Supplement 524-703, September 2023.
  • October 2023 (Revised February 2024)
  • Technical Note

Design and Evaluation of Targeted Interventions

By: Eva Ascarza and Ta-Wei (David) Huang
Targeted interventions serve as a pivotal tool in business strategy, streamlining decisions for enhanced efficiency and effectiveness. This note delves into two central facets of such interventions: first, the design of potent decision guidelines, or targeting... View Details
Keywords: Marketing; Customer Relationship Management; Analysis; Design; Business Strategy; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry; Financial Services Industry
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Ascarza, Eva, and Ta-Wei (David) Huang. "Design and Evaluation of Targeted Interventions." Harvard Business School Technical Note 524-034, October 2023. (Revised February 2024.)
  • 03 Feb 2016
  • Research & Ideas

The State of Customer Service Leadership

relatively high return (for the industry) to employees and investors. This “trifecta,” which occurs as a result of outstanding service design and delivery, can be found in only a few very special... View Details
Keywords: by Jim Aisner; Retail
  • October 2021 (Revised December 2021)
  • Case

Customer-Centric Design with Artificial Intelligence: Commonwealth Bank

By: Karim R. Lakhani, Yael Grushka-Cockayne, Jin Hyun Paik and Steven Randazzo
As Commonwealth Bank (CommBank) CEO Matt Comyn delivered the full financial year results in August 2021 over videoconference, it took less than two minutes for him to make his first mention of the organization's Customer Engagement Engine (CEE), the AI-driven customer... View Details
Keywords: Artificial Intelligence; Customer-centricity; Banks and Banking; Customer Focus and Relationships; Technological Innovation; Transformation; Organizational Change and Adaptation; Performance; AI and Machine Learning; Financial Services Industry; Australia
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Lakhani, Karim R., Yael Grushka-Cockayne, Jin Hyun Paik, and Steven Randazzo. "Customer-Centric Design with Artificial Intelligence: Commonwealth Bank." Harvard Business School Case 622-065, October 2021. (Revised December 2021.)
  • 2013
  • Dissertation

Designing Freemium: A Model of Consumer Usage, Upgrade, and Referral Dynamics

By: Clarence Lee, Vineet Kumar and Sunil Gupta
Abstract. Over the past decade "freemium" (free + premium) has become the dominant business model among internet start-ups for its ability to acquire and monetize a large install-base with limited marketing resources. Freemium is a hybrid strategy where a firm offers... View Details
Keywords: Discrete-Continuous Choice Dynamic Structural Models; Bayesian Estimation; Word-of-Mouth; Digital Services; Freemium; Entrepreneurship; Business Model; Motivation and Incentives; Marketing Strategy; Internet and the Web; Consumer Behavior; Marketing Reference Programs; Business Startups
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Lee, Clarence, Vineet Kumar, and Sunil Gupta. "Designing Freemium: A Model of Consumer Usage, Upgrade, and Referral Dynamics." Diss., Harvard Business School, 2013. (Job Market Paper.)
  • May 2011 (Revised March 2013)
  • Case

Marshall & Gordon: Designing an Effective Compensation System (A)

By: Heidi K. Gardner and Kerry Herman
CEO Kelly Browne wrestles with the design of a new compensation system to promote the collaboration and cross-selling necessary for supporting her firm's new strategy. Marshall Gordon International, a global public relations (PR) firm, has recently expanded its service... View Details
Keywords: Change Management; Customer Relationship Management; Compensation and Benefits; Retention; Growth and Development Strategy; Growth Management; Organizational Culture; Partners and Partnerships; Motivation and Incentives; Alignment; Public Relations Industry
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Gardner, Heidi K., and Kerry Herman. "Marshall & Gordon: Designing an Effective Compensation System (A)." Harvard Business School Case 411-038, May 2011. (Revised March 2013.)
  • July 1999 (Revised October 2001)
  • Case

Quickturn Design Systems, Inc. (D)

By: Jay W. Lorsch and Katharina Pick
Supplements the (A) case. View Details
Keywords: Patents; Governing and Advisory Boards; Behavior; Lawsuits and Litigation; Organizations; Acquisition; Corporate Governance; Service Industry
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Lorsch, Jay W., and Katharina Pick. "Quickturn Design Systems, Inc. (D)." Harvard Business School Case 400-005, July 1999. (Revised October 2001.)
  • 22 Dec 2008
  • Research & Ideas

10 Reasons to Design a Better Corporate Culture

frequent celebrations. In addition, BHC rewards individual accomplishments through such things as "WOW (Workers becoming Owners and Winners) Super Service Certificates," appreciation cards for 90-day employees that list their... View Details
Keywords: by James L. Heskett, W. Earl Sasser & Joe Wheeler
  • July 1999 (Revised December 2005)
  • Case

Quickturn Design Systems, Inc. (F)

By: Jay W. Lorsch and Katharina Pick
Supplements the (A) case. View Details
Keywords: Patents; Governing and Advisory Boards; Behavior; Lawsuits and Litigation; Organizations; Acquisition; Corporate Governance; Service Industry
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Lorsch, Jay W., and Katharina Pick. "Quickturn Design Systems, Inc. (F)." Harvard Business School Case 400-011, July 1999. (Revised December 2005.)
  • July 1999
  • Case

Quickturn Design Systems, Inc. (C)

By: Jay W. Lorsch and Katharina Pick
Supplements the (A) case. View Details
Keywords: Patents; Governing and Advisory Boards; Behavior; Lawsuits and Litigation; Organizations; Acquisition; Corporate Governance; Service Industry
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Lorsch, Jay W., and Katharina Pick. "Quickturn Design Systems, Inc. (C)." Harvard Business School Case 400-004, July 1999.
  • July 1999 (Revised April 2001)
  • Case

Quickturn Design Systems, Inc. (B)

By: Jay W. Lorsch and Katharina Pick
Supplements the (A) case. View Details
Keywords: Patents; Governing and Advisory Boards; Behavior; Lawsuits and Litigation; Organizations; Acquisition; Corporate Governance; Service Industry
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Lorsch, Jay W., and Katharina Pick. "Quickturn Design Systems, Inc. (B)." Harvard Business School Case 400-003, July 1999. (Revised April 2001.)
  • July 1999
  • Case

Quickturn Design Systems, Inc. (E)

By: Jay W. Lorsch and Katharina Pick
Supplements the (A) case. View Details
Keywords: Patents; Governing and Advisory Boards; Behavior; Lawsuits and Litigation; Organizations; Acquisition; Corporate Governance; Service Industry
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Lorsch, Jay W., and Katharina Pick. "Quickturn Design Systems, Inc. (E)." Harvard Business School Case 400-006, July 1999.
  • July 1999 (Revised December 2005)
  • Case

Quickturn Design Systems, Inc. (G)

By: Jay W. Lorsch and Katharina Pick
Supplements the (A) case. View Details
Keywords: Patents; Governing and Advisory Boards; Behavior; Lawsuits and Litigation; Organizations; Acquisition; Corporate Governance; Service Industry
Citation
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Lorsch, Jay W., and Katharina Pick. "Quickturn Design Systems, Inc. (G)." Harvard Business School Case 400-012, July 1999. (Revised December 2005.)
  • February 2005 (Revised March 2013)
  • Case

Phase Zero: Introducing New Services at IDEO (A)

By: Amy C. Edmondson and Laura Feldman
Focuses on whether world-renowned product design firm IDEO's new customer service fits with the firm's strategic position and organization capabilities. Over the course of IDEO's 13-year history, an increasing share of revenues are a result of "Phase 0"... View Details
Keywords: Strategy; Service Operations; Product Design; Infrastructure; Customer Focus and Relationships; Innovation and Invention; Service Industry; Boston; United States
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Edmondson, Amy C., and Laura Feldman. "Phase Zero: Introducing New Services at IDEO (A)." Harvard Business School Case 605-069, February 2005. (Revised March 2013.)
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