Service Quality And Standards Department - Publications - Faculty & Research

18 Dec 2018
First Look

New Research and Ideas, December 18, 2018

strategic change. The framework contributes by adding a meso lens to research on dynamic capabilities to help scholars better understand how learning that occurs in teams may support entrepreneurial managers in enacting their cognitive capabilities in View Details

Keywords: Dina Gerdeman

07 Aug 2018
First Look

New Research and Ideas, August 8, 2018

redeploying anesthesiologists to duties that are more appropriate and reducing their unnecessary duties by 30%. Furthermore, the change in epidural placement location alone in 80% of cases reduced costs by 18%. These changes did not... View Details

Keywords: by Sean Silverthorne

02 Apr 2019
First Look

New Research and Ideas, April 2, 2019

contributions per year from France, creating social value by increasing the availability and quality of free and open source software. Estimates indicate this would have cost... View Details

Keywords: Dina Gerdeman

Web

Power and Influence for Positive Impact | HBS Online

doesn't teach you knowledge or prescribe to any cookie-cutter solutions to problems. Rather, it teaches you how to think about business problems and arrive at a solution yourself." Sichao Ni Commercial Attaché, U.S. Embassy Singapore at... View Details

25 May 2016
Research & Ideas

How Consumers and Businesses are Reshaping Public Health

healthcare services is taking place from Asia to Africa. In India, the Avarind Eye Hospital provides routine eye surgeries to the highest quality standards at perhaps a tenth... View Details

Keywords: by John A. Quelch; Health

01 Dec 2020
News

Two Truths and a Lie About 5G

Illustration by Mengxin Li After years of speculation, 2020 was meant to be a big year for the implementation of 5G, the fifth generation of standards for broadband cellular networks. And somewhere between a... View Details

Keywords: Jen McFarland Flint

16 Jul 2020
Research & Ideas

Restaurant Revolution: How the Industry Is Fighting to Stay Alive

treating their employees well is the best way for them to ensure that customers’ concerns about safety are front of mind in every aspect of service while maintaining high standards for hospitality.... View Details

Keywords: by Michael S. Kaufman, Lena G. Goldberg, and Jill Avery; Food & Beverage

31 Mar 2023
Research & Ideas

Can a ‘Basic Bundle’ of Health Insurance Cure Coverage Gaps and Spur Innovation?

and Active Labor Act of 1986 requires all emergency departments to address critical health needs regardless of the patient’s ability to pay. This informal coverage, the researchers write, is “disorganized,... View Details

Keywords: by Kasandra Brabaw; Insurance; Health

30 Nov 2016
Op-Ed

Where Could More Regulation Help Small Businesses? Online Lending.

With Donald Trump’s election, Washington’s policy debate on financial services shifted overnight. Recent signs such as the president-elect’s own words and those of GOP leaders point to renewed efforts to... View Details

Keywords: by Karen Mills and Brayden McCarthy; Financial Services

March 2018 (Revised September 2019)
Case

Chewy.com (A)

By: Jeffrey F. Rayport and Matthew G. Preble

In late 2013, Ryan Cohen, cofounder and CEO of online pet products retailer Chewy.com, faces a “bet the company decision”—whether to stay with a third-party logistics provider (3PL) for all of its e-commerce fulfillment or to take the function in house. Cohen worries... View Details

Keywords: Pet Food; Pet Products; Retail; Growth and Development Strategy; Service Operations; Decision Choices and Conditions; E-commerce; Service Industry; Service Industry; Florida; United States

Citation

Educators

Purchase

April 2009
Case

Performance Management at Intermountain Healthcare

By: Richard M.J. Bohmer and Alexander Romney

Intermountain Healthcare is a 21-hospital integrated delivery system serving Utah and southern Idaho that is nationally recognized for its highly structured approach to managing the quality of clinical care. This case describes Intermountain's system for improving... View Details

Keywords: Financial Strategy; Health Care and Treatment; Standards; Service Delivery; Outcome or Result; Motivation and Incentives; Health Industry; Idaho; Utah

Citation

Educators

Purchase

03 Jun 2020
Research & Ideas

Who Guarantees Your Workplace Is Safe for Return?

Here are key requirements to ask of any service provider offering to certify your work setting as a healthy building. These best practices apply for employers, employees, and customers alike. Our research... View Details

Keywords: by John Macomber and Joseph Allen; Real Estate

28 May 2019
Research & Ideas

Investor Lawsuits Against Auditors Are Falling, and That's Bad News for Capital Markets

world invest in US listed companies because the US legal regime offers a high level of investor protection. High quality auditing is a big part of this protection. When our investor protections standards go... View Details

Keywords: by Martha Lagace; Financial Services; Financial Services

21 Dec 2009
Research & Ideas

Good Banks, Bad Banks, and Government’s Role as Fixer

biggest money center banks, had zero risk of loss. They did not fully disclose what was happening, and they did not put up enough capital to cover potential risks. Now, the FASB [Financial Accounting View Details

Keywords: by Roger Thompson; Financial Services; Financial Services

Web

Institute Associates - Institute For Strategy And Competitiveness

attending hospitalist physician at the Boston VA-Boston Medical Center and lecturer in healthcare policy at Harvard Medical School. From 2009-2011, Dr. Jain pursued government service at the US View Details

17 Jan 2020
In Practice

6 Traits That Set Top Business Leaders Apart

delegate responsibility for designing and implementing plans to achieve those ends to the maximum degree possible." Joseph B. Fuller (@JosephBFuller), professor of management practice and co-leader of the... View Details

Keywords: by Danielle Kost

08 May 2018
First Look

First Look at New Research and Ideas, May 8, 2018

Medicare cannot directly monitor HAI rates and instead relies on providers accurately self-reporting HAIs in claims to correctly assess penalties. Consequently, the incentives for providers to improve View Details

Keywords: Sean Silverthorne

24 Aug 2016
Research & Ideas

Can Obamacare Be Saved?

providers to improve services to Americans. Source: gpointstudio In 2015, there was an average of 6.9 plans to choose from in each state. This fell to 6.5 in 2016, and even before Aetna's decision, the... View Details

Keywords: by John A. Quelch and Emily Boudreau; Insurance; Health

05 Sep 2017
First Look

First Look at New Research and Ideas, September 5, 2017

standard errors, balanced panel). Three subsequent experiments involving American and Indian participants established the causal effect of psychologically experiencing a polluted vs. clean environment on... View Details