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2014
Teaching Note

Microfinance Services in Rural Areas--Farmers' Self-reliance Branch of CFPA Microfinance in Shangyi County (TN)

By: F. Warren McFarlan, Yang Siqun and Shen Meihua

Microfinance is introduced into China in the 1990s. It had gone through 3 phases since the beginning, namely the pilot phase when all Microfinance practices are sponsored by charity funds based on projects, the promotion phase when the government subsidized some... View Details

Keywords: Microfinance; Rural Entrepreneurship; Value Added; China; China

October 2012 (Revised September 2013)
Teaching Note

The Dabbawala System: On-Time Delivery, Every Time

By: Stefan H. Thomke

The Mumbai-based dabbawalas are a 5,000 or so person organization that achieves exceptional service performance with a semi-literate workforce. Every working day, they deliver and return about 130,000 lunchboxes to offices throughout Mumbai. This entails more than... View Details

Keywords: Systems Design; Organization Design; Service; Organizational Design; Service Operations; Service Delivery; Mumbai

March–April 2019
Article

Operational Transparency: Make Your Processes Visible to Customers and Your Customers Visible to Employees

By: Ryan W. Buell

Conventional wisdom holds that the more contact an operation has with its customers, the less efficiently it will run. But when customers are partitioned away from the operation, they are less likely to fully understand and appreciate the work going on behind the... View Details

Keywords: Operational Transparency; Customers; Services; Operations; Customer Focus and Relationships; Employees; Customer Satisfaction; Behavior; Service Industry

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Article

From Words to Pixels: Text and Image Mining Methods for Service Research

By: Francisco Villarroel Ordenes and Shunyuan Zhang

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June 2004
Article

Holding Company Cost Economies in the Global Advertising and Marketing Services Business

By: Alvin J. Silk and Ernst R. Berndt

Keywords: Cost; Economy; Advertising; Marketing; Business Ventures

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1980
Chapter

Measuring Consumer Satisfaction and Complaint Behavior: A Study of Financial Services and Insurance

By: J. Quelch and S. Ash

May 2009
Teaching Note

F-Secure Corporation: Software as a Service (SaaS) in the Security Solutions Market (TN)

By: Lynda M. Applegate, Robert D. Austin, Kalle Lyytinen, Esko Penttinen and Timo Saarinen

Teaching Note for [809099]. View Details

Keywords: Business Model; Applications and Software; Innovation and Invention; Opportunities; Business Growth and Maturation; Service Operations; Problems and Challenges; Web Services Industry; Web Services Industry

May 2022
Case

What to Propose?

By: David G. Fubini

Two audit and financial services firms, one of which your consulting firm has supported extensively, have merged to create one of the largest audit firms in the world. The audit firm's Executive Team has requested proposals aimed at re-evaluating their internal... View Details

Keywords: Consulting; Professional Services; Governance; Presentations; Organizational Structure; Transition; Mergers and Acquisitions; Consulting Industry

1997
Book

The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value

By: J. Heskett, W. E. Sasser Jr. and L. Schlesinger

Keywords: Profit; Service Industry

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September 2016 (Revised July 2018)
Case

United Airlines: More Out-and-Back Flying?

By: Ryan W. Buell, Willy Shih and Mike Toffel

This case looks at United Airlines when it is facing a decision on whether to shift its aircraft routing to more "out-and-back" routing in order to try to improve its on-time performance. As one of the world's largest airlines, United had a very large fleet and... View Details

December 2014
Article

No Margin, No Mission? A Field Experiment on Incentives for Public Services Delivery

By: Nava Ashraf, Oriana Bandiera and B. Kelsey Jack

A substantial body of research investigates the effect of pay for performance in firms, yet less is known about the effect of non-financial rewards, especially in organizations that hire individuals to perform tasks with positive social spillovers. We conduct a field... View Details

Keywords: Incentives; Non-monetary Rewards; Intrinsic Motivation; Motivation and Incentives; Employees; Service Industry; Service Industry

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May 2006
Article

The Changing Structure of the Legal Services Industry and the Careers of Lawyers

By: George P. Baker and Rachel Parkin

Keywords: Change; Law; Employees; Personal Development and Career; Organizational Structure; Legal Services Industry

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August 2013
Teaching Note

Seeking Alpha in the Afterlife: CMG Life Services and the Life Settlement Industry

By: Lauren Cohen

Keywords: Investing; Asset Management; Failure; Insurance Industry; United States

December 2014 (Revised July 2021)
Case

Discovery Limited

By: Michael E. Porter, Mark R. Kramer and Aldo Sesia

Discovery Ltd. is a South Africa-based insurance company. Started in the early 1990s, Discovery used behavioral economics and data collection to innovate in the health care insurance industry. Its founder Adrian Gore believed that the company's products needed to not... View Details

Keywords: Shared Value; Health Care; Financial Services; Strategy; Value Creation; Health Care and Treatment; Insurance; Growth and Development Strategy; Financial Services Industry; Financial Services Industry; Financial Services Industry; South Africa

September 2023
Case

Breaking Barriers: How Brex is Shaping the Future of Financial Services for Startups

By: Marco Di Maggio, James Barnett and Susie L. Ma

In 2020, Henrique Dubugras and Pedro Franceschi, co-founders and co-CEO’s of the fintech company Brex, needed to determine how to balance their vision with the desires of their investors. They intended to expand Brex’s offerings to include other products that served... View Details

Keywords: Business and Stakeholder Relations; Expansion; Growth and Development Strategy; Entrepreneurial Finance; Financial Services Industry

Article

Pricing Experience Goods in Information Goods Markets: The Case of eBusiness Service Providers

By: Shane Greenstein and Sarit Markovich

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2014
Other Unpublished Work

No Margin, No Mission? A Field Experiment on Incentives for Public Services Delivery

By: Nava Ashraf, Oriana Bandiera and Kelsey Jack

A substantial body of research investigates the effect of pay for performance in firms, yet less is known about the effect of non-financial rewards, especially in organizations that hire individuals to perform tasks with positive social spillovers. We conduct a field... View Details

Keywords: Incentives; Non-monetary Rewards; Intrinsic Motivation; Mission and Purpose; Social Enterprise; Motivation and Incentives

July 2013 (Revised August 2013)
Case

Seeking Alpha in the Afterlife: CMG Life Services and the Life Settlement Industry

By: Lauren Cohen

Keywords: Asset Management; Insurance Industry; United States

March 1994
Supplement

Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (B)

By: Roy D. Shapiro and Michael D. Watkins

Supplements the (A) case. View Details

Keywords: Telecommunications Industry

01 Jan 1977
Conference Presentation

Short Term Natural Gas Consumption Forecasts: Optimal Use of National Weather Service Data

By: James K. Sebenius and Richard Lehman

Keywords: Forecasting and Prediction; Research; Business and Government Relations; Energy Industry

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