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  • All HBS Web  (7,040)
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  • All HBS Web  (7,040)
    • People  (20)
    • News  (996)
    • Research  (5,308)
    • Events  (2)
    • Multimedia  (6)
  • Faculty Publications  (4,372)
← Page 4 of 7,040 Results →
  • 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.
  • March 2001 (Revised May 2001)
  • Case

&Samhoud Service Management

By: Thomas J. DeLong, Ashish Nanda and Monica Mullick
&Samhoud, a small service management consulting firm in the Netherlands, grapples with the dilemma of firing its largest client while introducing Heskett's theory of the service profit chain. View Details
Keywords: Mission and Purpose; Management Practices and Processes; Customer Focus and Relationships; Customer Relationship Management; Consulting Industry; Netherlands
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DeLong, Thomas J., Ashish Nanda, and Monica Mullick. "&Samhoud Service Management." Harvard Business School Case 801-398, March 2001. (Revised May 2001.)
  • 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.
  • 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
  • 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.)
  • 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.
  • 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

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

    • 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.
    • 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.
    • 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).
    • November 1986 (Revised November 1987)
    • Case

    MG Services

    By: David B. Yoffie
    Keywords: Service Industry
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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.)
    • 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.
    • Web

    All Industries

    Nonprofit / Government Other Financial Services Private Equity Retail Services Technology Venture Capital Career Data Internship Data View: Class of 2024 Class of 2024 Class of 2023 Class of 2022 Class of... View Details
    • 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
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    Upton, David M., and Andrew P. McAfee. "AeroTech Service Group, Inc." Harvard Business School Case 696-094, June 1996. (Revised April 2003.)
    • 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).
    • 31 Jan 2013
    • News

    A Generation Gap? Not on This Web Site

    Keywords: News, Library, Internet, and Other Services; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services
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