Publications

October 14, 2019
Article

How Artificial Intelligence Is Changing Health Care Delivery

By: Samantha F. Sanders, Mats Terwiesch, William J. Gordon and Ariel Dora Stern

The development of intelligent machines holds great promise for making health care delivery more accurate, efficient, and accessible, but challenges remain for incorporating AI into clinical and administrative settings. View Details

Keywords: Artificial Intelligence; Health Care and Treatment; Service Delivery; Technological Innovation; AI and Machine Learning

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Article

Spatial Determinants of Entrepreneurship in India

By: Ejaz Ghani, William R. Kerr and Stephen O'Connell

We analyze the spatial determinants of entrepreneurship in India in the manufacturing and services sectors. Among general district traits, quality of physical infrastructure and workforce education are the strongest predictors of entry, with labor laws and household... View Details

Keywords: Agglomeration; Development; Entrepreneurship; Service Industry; Service Industry; India; South Asia

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Dr. Jill Avery is a Senior Lecturer of Business Administration and C. Roland Christensen Distinguished Management Educator in the marketing unit at Harvard Business School. She is a respected authority on branding and brand management, customer relationship... View Details

Keywords: consumer products; arts; advertising; automobiles; retailing; fashion; hotels ＆ motels; food; beverage

January–February 2014
Article

Building a Game-Changing Talent Strategy

By: Douglas A. Ready, Linda A. Hill and Robert J. Thomas

When most of the world's financial services giants were stumbling and retrenching in the aftermath of the 2008 recession, the asset management firm BlackRock was busy charting a course for growth. Its revenues, profits, and stock price all performed consistently... View Details

Keywords: Talent and Talent Management; Success; Business Strategy; Financial Crisis; Financial Services Industry

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18 Aug 2015
News

Harvard Business School Takes on Fashion and Beauty: Meet the Mogul Grads Who Are Changing the Game

Keywords: Clothing and Clothing Accessories Stores; Clothing and Clothing Accessories Stores; Clothing and Clothing Accessories Stores; Clothing and Clothing Accessories Stores

2025
Working Paper

An Empirical Examination of Business Climate Alliances: Effective and/or Harmful?

By: Matteo Gasparini and Peter Tufano

This research studies business alliances that seek to address climate change, offering empirical evidence to address claims advanced by alliance supporters and critics. We study eleven major alliances mostly focused on financial services firms and 424 major... View Details

Keywords: Antitrust; Climate Change; Financial Institutions; Competition; Network Effects; Alliances

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February 2009
Case

HP: The Computer is Personal Again

By: Rajiv Lal and Cathy Ross

In September 2008, Todd Bradley, executive vice president of Hewlett-Packard Company's Personal Systems Group (PSG), gathered his thoughts before a meeting with his top executives and managers for product design and marketing. On the agenda was a discussion of... View Details

Keywords: Revenue; Product Positioning; Corporate Strategy; Computer Industry; Retail Industry

22 Nov 2016
First Look

November 22, 2016

and Ananth Raman Abstract—To set inventory service levels, suppliers must understand how changes in inventory service level affect demand. We build on prior research, which... View Details

Keywords: Sean Silverthorne

May 2011
Case

Baria Planning Solutions, Inc.: Fixing the Sales Process

By: Steven C. Wheelwright and William Schmidt

Baria Planning Solutions (BPS) is a consulting firm that specializes in using spend analysis to help companies identify savings through reduced procurement costs and improved supplier performance. Management is concerned about the disappointing performance of the sales... View Details

Keywords: Quantitative Analysis; Technology; Operations Management; Product Lines; Manufacturing; Capacity Planning; Production Planning; Production; Management Practices and Processes; Service Operations; Supply Chain Management; Salesforce Management; Planning; Consulting Industry; North and Central America

June 2025
Case

Redefining the Edge: Jahez’s Strategic Pivot in Saudi Arabia’s Food Delivery Battle

By: Krishna G. Palepu and Ahmed Dahawy

Jahez made its mark in Saudi Arabia’s food delivery market by serving customers willing to pay more for reliable, high-quality service—a segment largely overlooked by other platforms. As the company grew, it expanded into the mass market and developed a network of... View Details

Keywords: Acquisition; Business Conglomerates; Corporate Entrepreneurship; Innovation Strategy; Digital Platforms; Logistics; Business Strategy; Competition; Competitive Strategy; Competitive Advantage; Expansion; Food and Beverage Industry; Saudi Arabia

Research Summary

Overview

ECONOMICS OF THE ADVERTISING AND MARKETING SERVICEC INDUSTRY

Professor Silk’s recent research has been focused on the economics of the advertising and marketing services industry. He has conducted econometric studies of the effects of scale and scope on the... View Details

September 2002 (Revised November 2002)
Case

Transformation at the IRS

By: Amy C. Edmondson, Frances X. Frei and Corey B. Hajim

Describes the service transformation occurring at the U.S. Internal Revenue Service. Plagued by a history of poor service, enormous complexity, and an insular employee base, the 100,000-person organization grapples with a turnaround process that attempts to change... View Details

Keywords: Service Delivery; Service Operations; Organizational Structure; Taxation; Organizational Culture; Transformation; Public Administration Industry; United States

October 2017 (Revised November 2017)
Case

NYC311

By: Constantine E. Kontokosta, Mitchell Weiss, Christine Snively and Sarah Gulick

Joe Morrisroe, executive director for NYC311, had some gut instincts but no definitive answer to the question he was just asked by one of the mayor’s deputies: “Are some communities being underserved by 311? How do we know we are hearing from the right people?” Founded... View Details

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COVID-19 Capability Scorecard

Research Summary

Current Research

Professor Gardner’s research investigates two primary research questions, both particularly relevant to the management of professional service firms: (1) How are project teams able to most effectively use their members’ expertise in order... View Details

27 May 2022
Blog Post

Q&A with the HBS Armed Forces Alumni Association, MBA Class of 2023

The Armed Forces Alumni Association (AFAA) is a student-led club on campus for service members and veterans from all military branches and nations. The AFAA mission is to help... View Details

April 2020 (Revised May 2020)
Case

NTT DOCOMO's Race to 5G

By: Juan Alcácer, Horst Melcher and Akiko Kanno

The case, based on extensive interviews with NTT DOCOMO’s technology leaders, focuses on the opportunities and challenges that NTT DOCOMO faces with the launch of infrastructure and services for 5G wireless telecommunication technology. With higher data rates and... View Details

Keywords: 5G; Mobile and Wireless Technology; Product Launch; Strategic Planning; Decision Making; Strategy; Telecommunications Industry; Technology Industry