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  • All HBS Web  (7,041)
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  • All HBS Web  (7,041)
    • People  (20)
    • News  (999)
    • Research  (5,309)
    • Events  (2)
    • Multimedia  (6)
  • Faculty Publications  (4,373)
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  • 2005
  • Book

Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers

By: Jeffrey F. Rayport and Bernard J. Jaworski
Keywords: Technology; Digital; Services; Strategy; Internet and the Web; Service Delivery; Marketing
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Rayport, Jeffrey F., and Bernard J. Jaworski. Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers. Boston, MA: Harvard Business School Press, 2005.
  • July 2000
  • Background Note

Industry Transformation

By: Michael E. Porter and Jan W. Rivkin
One of the steepest challenges a strategist faces is to navigate his or her company through a period of industry transformation--an era of rapid and wholesale changes in industry structure. This note considers how periods of transformation typically unfold. It then... View Details
Keywords: Technological Innovation; Management; Management Practices and Processes; Industry Growth; Industry Structures; Strategy; Competitive Strategy; Corporate Strategy; Consulting Industry; Consulting Industry
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Porter, Michael E., and Jan W. Rivkin. "Industry Transformation." Harvard Business School Background Note 701-008, July 2000.
  • 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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Baker, George P., and Rachel Parkin. "The Changing Structure of the Legal Services Industry and the Careers of Lawyers." North Carolina Law Review 84 (May 2006).
  • 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
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Cohen, Lauren. "Seeking Alpha in the Afterlife: CMG Life Services and the Life Settlement Industry." Harvard Business School Teaching Note 214-014, August 2013.
  • 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
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Cohen, Lauren. "Seeking Alpha in the Afterlife: CMG Life Services and the Life Settlement Industry." Harvard Business School Case 214-011, July 2013. (Revised August 2013.)
  • August 2013 (Revised September 2013)
  • Course Overview Note

Entrepreneurship in Healthcare IT Services (EHITS) Fall Term 2013: 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 fall of 2013. 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
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Higgins, Robert F. "Entrepreneurship in Healthcare IT Services (EHITS) Fall Term 2013: Course Outline and Syllabus." Harvard Business School Course Overview Note 814-022, August 2013. (Revised September 2013.)
  • 23 May 2012
  • News

Start-Up Customer Service 101

  • 2012
  • Other Unpublished Work

The Instrumental Value of Medical Leadership: Engaging Doctors in Improving Services

By: Richard Bohmer
This paper was commissioned to contribute to The King's Fund's 2012 review of leadership and engagement. View Details
Keywords: Health Care; Service Quality; Quality; Leadership; Service Delivery; Health Care and Treatment; Health Industry
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Bohmer, Richard. "The Instrumental Value of Medical Leadership: Engaging Doctors in Improving Services." King's Fund, London, England, May 2012.
  • September 2009
  • Teaching Note

HubSpot: Inbound Marketing and Web 2.0 (TN)

By: Thomas J. Steenburgh and Jill Avery
Teaching Note for 509-049. View Details
Keywords: Customer Satisfaction; Technology Adoption; Internet and the Web; Blogs; Media; Markets; Segmentation; Price; Decision Choices and Conditions; Marketing Strategy; Information Technology Industry
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Steenburgh, Thomas J., and Jill Avery. "HubSpot: Inbound Marketing and Web 2.0 (TN)." Harvard Business School Teaching Note 510-043, September 2009.

    The Supply Chain Economy: A New Industry Categorization for Understanding Innovation in Services

    • February 2021
    • Case

    China Rapid Finance: The Collapse of China’s P2P Lending Industry

    By: William C. Kirby, Bonnie Yining Cao and John P. McHugh
    China’s peer-to-peer (P2P) lending industry had over 3,000 platforms at its height in 2015. China Risk Finance (CRF) was one of the country’s P2P success stories. With over 1 million borrowers using CRF’s platform, it raised $60 million in its 2016 IPO on the New York... View Details
    Keywords: Financial Services; P2P Lending; Government And Business; Regulation; Finance; Governing Rules, Regulations, and Reforms; Strategy; Financial Services Industry; China
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    Kirby, William C., Bonnie Yining Cao, and John P. McHugh. "China Rapid Finance: The Collapse of China’s P2P Lending Industry." Harvard Business School Case 321-124, February 2021.
    • January 2001
    • Background Note

    Application Service Providers

    By: Thomas R. Eisenmann and Sanjay Pothen
    Examines the Application Service Provider (ASP) business model. First, defines the ASP model and describes different ways to categorize ASPs. Next, summarizes the various ways that ASPs create value for their clients. Then, analyzes the economic model for ASPs,... View Details
    Keywords: Business Model; Web Services Industry
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    Eisenmann, Thomas R., and Sanjay Pothen. "Application Service Providers." Harvard Business School Background Note 801-310, January 2001.
    • September 2019
    • Article

    The Persistence of Broadband User Behavior: Implications for Universal Service and Competition Policy

    By: Andre Boik, Shane Greenstein and Jeffrey Prince
    In several markets, firms compete not for consumer expenditure but consumer attention. We examine user priorities over the allocation of their time, and interpret that behavior in light of salient tensions in policy discussions over universal service, data caps, and... View Details
    Keywords: Broadband Service; Attention Allocation; Consumer Behavior; Household; Internet and the Web; Competition; Policy
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    Boik, Andre, Shane Greenstein, and Jeffrey Prince. "The Persistence of Broadband User Behavior: Implications for Universal Service and Competition Policy." Telecommunications Policy 43, no. 8 (September 2019).
    • 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
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    Healy, Paul M., and Rachna Tahilyani. "Growing Financial Services in India: Aditya Birla Financial Services Group." Harvard Business School Case 113-059, April 2013. (Revised November 2013.)
    • 03 Feb 2014
    • Research & Ideas

    The Tricky Business of Managing Web Advertising Affiliates

    client computer projects, and Brandi, a software engineer turned online fraud fighter, set up web crawlers that ran more than 2 million page-loads on a variety of computers and virtual computers. In 2012, they tested the vulnerability of... View Details
    Keywords: by Kim Girard; Advertising; Publishing
    • 28 Jan 2002
    • Research & Ideas

    Read All About It! Newspapers Lose Web War

    Many newspapers saw the emergence of the Internet as an attack on their core business, and responded with online products of their own. Unfortunately, says HBS professor Clark Gilbert, the papers failed to take advantage of the Web as a... View Details
    Keywords: by Sean Silverthorne; Entertainment & Recreation; Information; Publishing
    • 01 Oct 2001
    • News

    Ready for Takeoff: Web Portal Enters Second Phase

    increasing the number of "what-do-you-think" feedback sections, allowing users to be active participants, not just passive readers. "We want to take better advantage of the Web as a medium," observes Silverthorne. "We plan to add the... View Details
    Keywords: Lory Hough; Educational Services; Educational Services; Educational Services; Educational Services
    • 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
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    Higgins, Robert F. "Entrepreneurship in Healthcare IT and Services (EHITS) Spring Term 2018: Course Outline and Syllabus." Harvard Business School Course Overview Note 815-005, July 2014. (Revised November 2017.)
    • November 1986 (Revised November 1987)
    • Case

    MG Services

    By: David B. Yoffie
    Keywords: Service Industry
    Citation
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    Yoffie, David B. "MG Services." Harvard Business School Case 387-086, November 1986. (Revised November 1987.)
    • 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
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    Tufano, Peter, and Sanjay Bhatnagar. "Enron Gas Services." Harvard Business School Case 294-076, March 1994. (Revised September 1995.)
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