Publications

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July 2014 (Revised November 2017)
Course Overview Note

Entrepreneurship in Healthcare IT and Services (EHITS) Spring Term 2018: 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 spring of 2018. 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; Health Industry; United States

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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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

1981
Chapter

Productivity Measurement at the Level of the Firm: An Application within the Service Industry

By: Hirotaka Takeuchi

Keywords: Performance Productivity; Measurement and Metrics; Mathematical Methods; Service Industry

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 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 2019
Case

Fangda Partners: A Step Ahead

By: Ashish Nanda and Lisa Rohrer

Elite Chinese law firm Fangda Partners has steered Alibaba and other Chinese and international clients through the complex legal, corporate, and regulatory challenges associated with executing international transactions. “Fangda has traveled a long distance in a short... View Details

Keywords: Law Firm; Law Firms; Growth; Legal Industry; Regulation; Professional Services; Law; Leadership; Growth and Development; Strategy; Governing Rules, Regulations, and Reforms; Legal Services Industry; China

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; Auto Industry; Auto Industry; Kuwait; Middle East

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; Food and Beverage Industry; Food and Beverage Industry

1994
Chapter

Managing Services When Service Is a Performance

By: J. A. Deighton

Keywords: Service Operations; Performance; Management; Service Industry

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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August 2020 (Revised August 2023)
Case

Nubank: Democratizing Financial Services

By: Michael Chu, Carla Larangeira and Pedro Levindo

Nubank, a wholly-digital solution created to disrupt Brazilian banking, with 6 million clients and a $4 billion valuation after five years, must decide whether to expand to Mexico. The company was founded in São Paulo in 2013 by Colombian-born David Vélez to seize what... View Details

Keywords: Fintech; Financial Inclusion; Digital Banking; Credit Cards; Banks and Banking; Disruption; Expansion; Growth and Development Strategy; Financial Services Industry; South America; Brazil; North America; Mexico

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; Information Technology Industry

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

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

2007
Chapter

Legal Origin vs. the Politics of Creditor Rights: Bond Markets in Brazil, 1850-2002

By: Aldo Musacchio

This paper explores the question: Do institutions persist over time and determine current economic outcomes? Specifically, does the adoption or inheritance of a legal tradition in the past determine the subsequent course of institutional and financial development? This... View Details

Keywords: History; Rights; Common Law; Code Law; Financial Markets; Credit; Economy; Government and Politics; Financial Services Industry

July 2002 (Revised March 2003)
Case

North East Medical Services

By: Thomas J. DeLong and Wendy Carter

Sophie Wong, president and CEO of North East Medical Services, a health care organization dedicated to serving the underprivileged Asian American community in San Francisco, must decide how to reposition the organization to serve patients from multiple income levels... View Details

Keywords: Health Care and Treatment; Human Resources; Leadership; Business and Stakeholder Relations; Health Industry; San Francisco