Publications

Find at Harvard

2005
Book

Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers

By: Jeffrey F. Rayport and Bernard J. Jaworski

Keywords: Technology; Digital; Services; Strategy; Internet and the Web; Service Delivery; Marketing

Find at Harvard

August 2013 (Revised September 2013)
Course Overview Note

Entrepreneurship in Healthcare IT Services (EHITS) Fall Term 2013: Course Outline and Syllabus

By: Robert F. Higgins

This is the syllabus and course outline for "Entrepreneurship in Healthcare IT and Services (EHITS)" taught by Prof. Bob Higgins in the fall of 2013. Contains the course overview, objectives, goals and themes. View Details

Keywords: Healthcare Technology; Health Services; Healthcare Ventures; Entrepreneurship; Health Care and Treatment; Information Technology; Health Industry; Technology Industry; United States

2012
Other Unpublished Work

The Instrumental Value of Medical Leadership: Engaging Doctors in Improving Services

By: Richard Bohmer

This paper was commissioned to contribute to The King's Fund's 2012 review of leadership and engagement. View Details

Keywords: Health Care; Service Quality; Quality; Leadership; Service Delivery; Health Care and Treatment; Health Industry

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1994
Chapter

Managing Services When Service Is a Performance

By: J. A. Deighton

Keywords: Service Operations; Performance; Management; Service Industry

Mikey Dickerson and Haley Van Dyck found themselves far from home and far from certain about where to take the U.S. Digital Service (USDS) next. In the summer of 2015, they had landed in London to meet with Mike Bracken, director of the United Kingdom’s... View Details

Web

Statistical & Data Services - Research Computing Services

About Us Statistical & Data Services 45ms Research Computing Services (RCS) provides statistical and data services for the HBS research community, including consultations and... View Details

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

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

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January 2005 (Revised March 2008)
Exercise

New Service Design Exercise

By: Frances X. Frei

Used in the second module of a course on Managing Service Operations, which addresses the design of sustainable service models (606-031). Provides an opportunity for students to design a new service offering, paying careful attention to the link between strategic... View Details

Keywords: Design; Management; Service Operations; Strategy

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

2018
Article

Service Operations: What's Next?

By: Joy M. Field, Liana Victorino, Ryan W. Buell, Michael J. Dixon, Susan M. Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda Roth, Enrico Secchi and Jie J. Zhang

The purpose of this article is to present exciting and innovative research questions in service operations that are aligned with eight key themes and related topics determined by the Journal of Service Management (JOSM) Service Operations Expert Research Panel.... View Details

Keywords: Service Operations; Research; Collaborative Innovation and Invention

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

04 Jan 2016
Video

HBS Operations Administrative Services

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

January 2005 (Revised November 2009)
Case

Tata Consultancy Services

By: Rohit Deshpande and Seth Schulman

As CEO of Tata Consultancy Services (TCS), S. "Ram" Ramadorai had grown the company into an emerging IT services powerhouse, with marquee clients such as General Electric, offices in 32 countries, and revenues of nearly $2 billion dollars. Now, he was about to steer... View Details

Keywords: Initial Public Offering; Job Cuts and Outsourcing; Labor; Competitive Strategy; Information Technology; Consulting Industry; India; United States

Article

Service Fundamentals

By: Leonard A. Schlesinger

October 1987 (Revised March 1989)
Case

United Parcel Service (B)

With expansion into other countries (Germany), new areas of service (air express), and new ventures (two small acquisitions), UPS had to decide how to adjust its human resource policies to businesses and people which were substantially different from its traditional... View Details

Keywords: Organizational Change and Adaptation; Expansion; Organizational Culture; Human Resources; Service Industry; Germany; United States

November 1992
Background Note

Note on Service Mapping

By: James L. Heskett

Illustrates a simple technique for diagramming operations flows in service companies. Can be used to help structure analysis and discussion of cases involving sequenced operations. View Details

Keywords: Management Analysis, Tools, and Techniques; Operations; Business Processes; Organizational Structure; Service Industry