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- All HBS Web
(6,262)
- People (20)
- News (809)
- Research (4,651)
- Events (2)
- Multimedia (5)
- Faculty Publications (3,875)
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- April 1993 (Revised May 1994)
- Case
Prodigy Services Company (A)
By: Lynn S. Paine
Top executives of Prodigy Services Co. must decide how to respond when publicly accused of allowing anti-Semitic messages to be posted on the electronic bulletin boards of the company's interactive computer service. Can they defend free expression while at the same... View Details
Keywords: Ethics; Values and Beliefs; Communication Intention and Meaning; Information Technology; Decision Making; Law; Management Teams; Information Technology Industry
Paine, Lynn S. "Prodigy Services Company (A)." Harvard Business School Case 393-126, April 1993. (Revised May 1994.)
- 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
DeLong, Thomas J., and Wendy Carter. "North East Medical Services." Harvard Business School Case 403-002, July 2002. (Revised March 2003.)
- September 1998 (Revised May 1999)
- Case
Strategic Services at Andersen Consulting
By: Thomas J. DeLong, Catherine M. Conneely and Abby J. Hansen PHD
Bill Copacino, Andersen Consulting's managing partner of Strategic Services Americas, needed to submit his recommendation to Peter Fuchs, Strategic Services worldwide director, for the operating plan for Strategic Services Americas for fiscal year 1999. Strategic... View Details
Keywords: Strategic Planning; Recruitment; Organizational Culture; Expansion; Business Units; Consulting Industry
DeLong, Thomas J., Catherine M. Conneely, and Abby J. Hansen PHD. "Strategic Services at Andersen Consulting." Harvard Business School Case 899-065, September 1998. (Revised May 1999.)
- October 1987 (Revised March 1992)
- Case
United Parcel Service (A)
United Parcel Service (UPS) in 1987 faced serious challenges to its long-standing policies of on-the-job training and promotion from within. Increased competition in its traditional business of ground transport found UPS lagging in computerization and in need of... View Details
Keywords: Organizational Change and Adaptation; Information Technology; Organizational Culture; Human Resources; Service Industry; United States
Sonnenfeld, Jeffrey A. "United Parcel Service (A)." Harvard Business School Case 488-016, October 1987. (Revised March 1992.)
- October 2004 (Revised March 2006)
- Background Note
Compensation in Professional Service Firms
By: Ashish Nanda
Discusses the compensation of professionals--partners and nonpartners--in a professional services firm. Discusses the considerations that determine the choice of compensation systems and the interrelationship between compensation and other human resources management... View Details
Nanda, Ashish, and Lauren Prusiner. "Compensation in Professional Service Firms." Harvard Business School Background Note 905-039, October 2004. (Revised March 2006.)
- February 2003 (Revised May 2003)
- Case
Mobile Energy Services Company
By: Benjamin C. Esty and Aldo Sesia
When Al "Chainsaw" Dunlap became CEO of the Scott Paper Co., the company owned a large, vertically integrated production facility in Mobile, Alabama. Dunlap sold part of the production facility, a cogeneration power plant (later known as Mobile Energy Services Co.), to... View Details
Keywords: Mergers and Acquisitions; Risk and Uncertainty; Contracts; Agreements and Arrangements; Investment; Projects; Vertical Integration; Energy Sources; Bonds; Ownership; Restructuring; Energy Industry; Alabama
Esty, Benjamin C., and Aldo Sesia. "Mobile Energy Services Company." Harvard Business School Case 203-061, February 2003. (Revised May 2003.)
- 2014
- Case
Changhong: Journey to Shared Services
By: F. Warren McFarlan, Haiyan Zhang and Guo Jia
Founded in 1958 and headquartered in Mianyang - an emerging inland science and technology city in Sichuan Province, Changhong Electric Co., Ltd., started from the military industry. It then entered the color TV industry and subsequently expanded to a wide range of... View Details
McFarlan, F. Warren, Haiyan Zhang, and Guo Jia. "Changhong: Journey to Shared Services." Tsinghua University Case, 2014.
- June 1998 (Revised August 2001)
- Case
Wells Fargo Online Financial Services (A)
By: Robert S. Kaplan and Nicole Tempest
Wells Fargo, the industry leader in electronic banking, has implemented a Balanced Scorecard in its online financial services group (OFS) to track and measure performance. The OFS group develops and supports services that allow existing and future banking customers to... View Details
Keywords: Balanced Scorecard; Internet and the Web; Corporate Entrepreneurship; Corporate Strategy; Performance Evaluation; Finance; Change; Situation or Environment; Measurement and Metrics; Banking Industry; Banking Industry
Kaplan, Robert S., and Nicole Tempest. "Wells Fargo Online Financial Services (A)." Harvard Business School Case 198-146, June 1998. (Revised August 2001.)
- April 2005 (Revised November 2005)
- Case
Tata Consultancy Services Iberoamerica
By: Michael Chu and Gustavo Herrero
To launch its Latin American operations, the Indian IT giant Tata Consultancy Services recruits a seasoned executive who becomes the only non-Indian member of senior management. Reviews the start-up operations, from the site selection to staffing and training, the... View Details
Keywords: Business Startups; Developing Countries and Economies; Initial Public Offering; Investment; Globalization; Human Resources; Selection and Staffing; Management Teams; Emerging Markets; Problems and Challenges; Consulting Industry; Latin America
Chu, Michael, and Gustavo Herrero. "Tata Consultancy Services Iberoamerica." Harvard Business School Case 705-020, April 2005. (Revised November 2005.)
- April 2006 (Revised March 2007)
- Case
PayPal Merchant Services
By: Thomas R. Eisenmann and Lauren Barley
In early 2006, PayPal management is deciding how to respond to Google's entry into online payments. PayPal, owned by eBay, has targeted online merchants outside eBay's auction community for its next wave of expansion. Google represents a potential threat to PayPal's... View Details
Keywords: Internet and the Web; Competition; Expansion; Service Operations; Auctions; Web Services Industry; Web Services Industry
Eisenmann, Thomas R., and Lauren Barley. "PayPal Merchant Services." Harvard Business School Case 806-188, April 2006. (Revised March 2007.)
- June 2014 (Revised January 2017)
- Supplement
YAAS's Service Center (B)
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; Human Resources; Labor; Negotiation; Organizations; Social Psychology; Value Creation; Motivation and Incentives; Auto Industry; Auto Industry; Kuwait; Middle East
Hall, Brian, and Sara del Nido. "YAAS's Service Center (B)." Harvard Business School Supplement 914-050, June 2014. (Revised January 2017.)
- Forthcoming
- Article
You've Got Mail! The Late 19th-Century U.S. Postal Service Expansion, Firm Creation, and Firm Performance
By: Astrid Marinoni and Maria P. Roche
This paper examines the impact of the expansion of the US Postal Service in the late 19th century
on firm creation and performance. Utilizing newly digitized archival data on historic business establishments,
post office locations, and road networks in California,... View Details
Keywords: Institutional Innovation; Knowledge Exchange; US Postal Service; Firm Performance; Infrastructure; Expansion; Government Administration; Communication; Business History; Entrepreneurship; Public Administration Industry; California
Marinoni, Astrid, and Maria P. Roche. "You've Got Mail! The Late 19th-Century U.S. Postal Service Expansion, Firm Creation, and Firm Performance." Management Science (forthcoming). (Pre-published online January 15, 2025.)
- May 2000 (Revised August 2000)
- Case
Service and Value in e-Commerce
This collection of readings illustrates the importance of service and logistics in e-commerce, focusing on e-Toys' disastrous 1999 holiday season. View Details
Keywords: Valuation; Internet and the Web; Service Operations; Logistics; Consumer Products Industry; Consumer Products Industry; Consumer Products Industry
Hallowell, Roger H. "Service and Value in e-Commerce." Harvard Business School Case 800-384, May 2000. (Revised August 2000.)
- December 1992 (Revised June 1993)
- Case
ACTC Customer Service Department
Focuses on the young general manager of a new cable TV system and on its customer service department. Jeanne LaFrance, the general manager, has an uneasy feeling about the way in which the department is being managed. She sees symptoms of what she suspects are serious... View Details
Keywords: Management; Problems and Challenges; Planning; Customer Focus and Relationships; Performance Evaluation; Telecommunications Industry
Roberts, Michael J. "ACTC Customer Service Department." Harvard Business School Case 393-056, December 1992. (Revised June 1993.)
- April 2003 (Revised October 2003)
- Background Note
Leading Public Professional Service Organizations
By: Ashish Nanda
Public professional service organizations (PPSOs) are professional service organizations that serve the public. This case describes the unique challenges facing PPSO leaders. View Details
Nanda, Ashish. "Leading Public Professional Service Organizations." Harvard Business School Background Note 903-123, April 2003. (Revised October 2003.)
- June 2014 (Revised January 2017)
- Supplement
YAAS's Service Center (C)
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; Human Resources; Labor; Negotiation; Organizations; Social Psychology; Value Creation; Motivation and Incentives; Auto Industry; Auto Industry; Kuwait; Middle East
Hall, Brian, and Sara del Nido. "YAAS's Service Center (C)." Harvard Business School Supplement 914-051, June 2014. (Revised January 2017.)
- March 2020 (Revised January 2022)
- Case
Michelin: Building a Digital Service Platform
By: Sunil Gupta and Christian Godwin
Michelin, a tire company with over a century of experience, attempts to develop a digital service platform for its fleet and dealer customers. The case focuses on the challenges of bringing a large, well-established company into the digital age. Concerned about the... View Details
Keywords: Change; Transformation; Customer Focus and Relationships; Decision Making; Leading Change; Growth and Development; Strategy; Digital Platforms; Internet and the Web; Auto Industry; Auto Industry; Auto Industry; United States; France
Gupta, Sunil, and Christian Godwin. "Michelin: Building a Digital Service Platform." Harvard Business School Case 520-061, March 2020. (Revised January 2022.)
- December 1998
- Case
Retail Financial Services in 1998: Travelers
By: Stephen P. Bradley and Takia Mahmood
Provides an overview of Travelers Group's current strategy for retail financial services. Retail Financial Services in 1998 should be given to all students as background material. The class should then be split into groups, with each group receiving one of the... View Details
Keywords: Investment Funds; Management Analysis, Tools, and Techniques; Industry Structures; Competition; Competitive Strategy; Financial Services Industry
Bradley, Stephen P., and Takia Mahmood. "Retail Financial Services in 1998: Travelers." Harvard Business School Case 799-056, December 1998.
- July 2003 (Revised October 2018)
- Case
Starbucks: Delivering Customer Service
By: Youngme Moon and John Quelch
Starbucks, the dominant specialty-coffee brand in North America, must respond to recent market research indicating that the company is not meeting customer expectations in terms of service. To increase customer satisfaction, the company is debating a plan that would... View Details
Keywords: Customer Focus and Relationships; Customer Satisfaction; Profit; Recruitment; Marketing Strategy; Service Operations; Performance Improvement; Planning; Food and Beverage Industry
Moon, Youngme, and John Quelch. "Starbucks: Delivering Customer Service." Harvard Business School Case 504-016, July 2003. (Revised October 2018.)
- October 2008 (Revised October 2009)
- Case
Blink: The European Air-Taxi Service
By: William A. Sahlman and Jackie Donnelly Russell
This case describes a new venture that is about to launch a Pan-European air-taxi service in 2008. View Details