services - Publications - Faculty & Research

15 Nov 2016
First Look

November 15, 2016

advance; moreover, mitigating the conflict through flexible work policies has done little to improve women’s advancement prospects and often hurts them. Drawing on an in-depth case study of a professional service firm, we offer two... View Details

Keywords: Sean Silverthorne

11 Oct 2016
First Look

October 11, 2016

service requests to their city government. Users who viewed photos of city workers responding to their service requests were more likely to continue using the app over the ensuing 13 months, demonstrating... View Details

Keywords: Sean Silverthorne

01 Jul 2008
First Look

First Look: July 1, 2008

translating TD-Canada Trust's service model of "comfortable banking" into operational terms. In 2000, in a banking market where consumers and regulators were typically hostile to mergers and acquisitions, Canada's fifth largest... View Details

Keywords: Martha Lagace

22 May 2018
First Look

New Research and Ideas, May 22, 2018

Safaris find a sustainable growth path that will allow it to profitably expand its business and meet its shareholders’ interests while still achieving its priority purposes of protecting and investing in the ecosystems and communities on which its View Details

Keywords: Dina Gerdeman

23 Sep 2014
First Look

First Look: September 23

failures of early online grocers such as Webvan, grocery remains both the largest single U.S. retail category and one of the few that has not yet migrated online. Amazon began testing its grocery delivery service called AmazonFresh in... View Details

Keywords: Sean Silverthorne

03 Aug 2010
First Look

First Look: August 3

proprietary technology, athenaNet, to a new business, athenaHealth, that would help physicians manage their practice, billing, and revenue cycles and maintain electronic patient records more efficiently and cost effectively using the View Details

Keywords: Martha Lagace

23 Mar 2010
First Look

First Look: March 23

scheduling affect operational performance and the quality of labor at the stores. The case describes the tasks (both in-store logistics and customer service tasks) that are carried out by store employees at one Dillard's department store... View Details

Keywords: Martha Lagace

26 Jan 2010
First Look

First Look: Jan. 26

alternative financial services are maligned in mainstream financial circles. This case asks students to evaluate both organizations, their respective industries, and the proposed $45 million deal and determine whether or not it makes... View Details

Keywords: Martha Lagace

23 May 2019
Book

These Entrepreneurs Take a Pragmatic Approach to Solving Social Problems

career in venture capital private equity to launch a global movement that has brought together governments with service providers and has attracted private investment to pay for a variety of social programs. One such program in 2010... View Details

Keywords: by Dina Gerdeman; Green Technology

21 Mar 2017
First Look

First Look at New Research, March 21

experiences are mediocre, forgettable, and some are plain awful. But once in a blue moon, an experience is so great that it leaves positive memories for years. Why do some product or service experiences have that undeniable “wow” factor,... View Details

Keywords: Sean Silverthorne

03 May 2016
First Look

First Look, May 3, 2016

still telling. Monopolists undertake market strategies designed to ensure that they are not supplanted and nonmarket actions geared to avoiding undesirable constraints and reputational damage. Depending on their legal and regulatory environment, customers of the... View Details

Keywords: Sean Silverthorne

29 Oct 2014
Research & Ideas

Inventing Products is Less Valuable Than Inventing Ideas

by contrast, has been very careful about monetizing its site only gradually over time through the collection of customer data—all the while developing the idea by layering on new services such as messaging, photo sharing, and location... View Details

Keywords: by Michael Blanding; Technology

19 Jan 2021
In Practice

Leadership Advice for Biden: Restore a Sense of Calm

Frei is the UPS Foundation Professor of Service Management at HBS and is the author of Unleashed: The Unapologetic Leader's Guide to Empowering Everyone Around You. Joseph Fuller: Focus on doing what is possible The most important impact... View Details

Keywords: by Dina Gerdeman

05 Sep 2012
First Look

First Look: September 5

small. One subset of "non-traditional" credit unions have been able to expand as a result of looser field of membership requirements and expanded product and service offerings through the use of corporate credit unions and... View Details

Keywords: Sean Silverthorne

13 Jul 2010
First Look

First Look: July 13

initially? Purchase this case:http://cb.hbsp.harvard.edu/cb/product/810096-PDF-ENG Supply Chain Partners: Virginia Mason and Owens & Minor (A) (Abridged) V.G. Narayanan and Lisa BremHarvard Business School Case 110-063 Owens & Minor (O&M) performed lean... View Details

Keywords: Martha Lagace

26 Jul 2010
Research & Ideas

Yes, You Can Raise Prices in a Downturn

higher prices," says Frank V. Cespedes, a senior lecturer at Harvard Business School, who spent 12 years running a professional services firm. That's right. Higher prices, not lower. “Competing on price is ultimately a bet on your... View Details

Keywords: by Sean Silverthorne; Retail; Consumer Products

03 Mar 2008
First Look

First Look: March 4, 2008

because their market power allows them to charge higher service fees than domestic banks. Download the paper: http://www.hbs.edu/research/pdf/05-025.pdf Cases & Course MaterialsThe Armstrong Investigation Harvard Business School... View Details

Keywords: Martha Lagace

27 Nov 2006
Research & Ideas

Manly Men, Oil Platforms, and Breaking Stereotypes

are more willing to make themselves vulnerable in team interactions by, for example, admitting mistakes or seeking help. Thus, platform conditions that made the work context psychologically safe likely contributed to men's willingness to abandon self-image concerns in... View Details

Keywords: by Sarah Jane Gilbert; Energy; Utilities

05 Jul 2006
Working Paper Summaries

The Power of Stars: Do Stars Drive Success in Creative Industries?

Keywords: by Anita Elberse; Financial Services; Financial Services; Financial Services

March 2013
Article

The Unintended Consequences of Ownership Transfer Planning

By: Josh Baron and Marion McCollom Hampton

The article discusses the challenges of passing down family businesses across generations, highlighting complexities in executive succession and estate planning. It emphasizes how emotional factors, complicated family dynamics, and unintended consequences influence... View Details