Service Quality - Publications - Faculty & Research

05 Aug 2010
What Do You Think?

What Is Customer Opinion Good For?

Jacoline Loewen pointed out that "Asking the customer's opinion is great for quality control check(s), but for creative strategy get beyond the client." Gerald Nanninga commented that "consumers are very good at explaining frustrations... View Details

Keywords: by Jim Heskett; Technology

10 Apr 2025
Blog Post

IFC India 2025: SELCO - Decentralized Renewable Energy to Develop While Decarbonizing

leading to the farmer associations fully repaying the initial investment in just 1 to 2 years. By fostering entrepreneurship, SELCO’s livelihood innovations create a ripple effect of inclusive, environmental, economic growth. Energy for Health Reliable energy is... View Details

01 Sep 2011
News

Student Trio Advance Health Payment Reform

quality of care. Traditionally, doctors and hospitals have been paid separate fees for their services, an approach widely criticized for rewarding overuse of diagnostic tests and procedures while providing no incentives to integrate care.... View Details

Keywords: bundling; Health, Social Assistance

14 Apr 2008
Research & Ideas

The Surprising Right Fit for Software Testing

consultants, and the work they might do for Specialisterne." A Winning Model The case also brings to the fore the potential of like-minded companies to build a business model around qualities in employees that at least in the past... View Details

Keywords: by Martha Lagace; Web Services; Web Services; Web Services

05 Aug 2015
What Do You Think?

What Happened to the ‘Innovation, Disruption, Technology’ Dividend?

although some high-productivity economies may have seen their growth rates slow.” And Brent Dalager expressed his opinion that the picture is changing rapidly for the better with the introduction of “software robotics” in such industries as “financial View Details

Keywords: by James Heskett; Computer; Technology

17 Apr 2013
Research Event

Conference Challenges Gender Conventions

that women often leave client service to work in industry where they experience better work/life quality but limit their ultimate career progression. Her team focuses on creating policies to influence the... View Details

Keywords: by Maggie Starvish

03 Mar 2008
Research & Ideas

Marketing Your Way Through a Recession

cement the loyalty of those who remain by assuring employees that the company has survived difficult times before, maintaining quality rather than cutting corners, and servicing existing customers rather... View Details

Keywords: by John Quelch

21 Apr 2003
Research & Ideas

Are Crummy Products Your Next Growth Opportunity?

cameras are almost expendable devices, offering much less quality but good enough to be incorporated into cell phones and PDAs reaching mass markets. Solar cells met limited success as alternative energy sources to the power grid, but... View Details

Keywords: by Sean Silverthorne

January 2018 (Revised August 2020)
Background Note

Continuous Software Development: Agile's Successor

By: Jeffrey J. Bussgang, Samuel Clemens and Olivia Hull

In recent years, the twin software development methodologies of continuous delivery and continuous deployment have risen to prominence in the start-up world and beyond. These methods have enabled technology companies large and small to accelerate their product... View Details

Citation

Educators

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10 Apr 2007
First Look

First Look: April 10, 2007

Working PapersNone this week. Cases & Course MaterialsAscent Media Group (A) Harvard Business School Case 607-064 Ascent Media races to adapt to the changes resulting from increasing digitalization of its business, from creative post-production View Details

Keywords: Martha Lagace

01 Jun 2006
News

Jay Light Named New HBS Dean

HBS over the years, and the School will be well served by his leadership qualities and his deep knowledge of the School’s distinctive character,” he added. In response to a question, Light included among his early priorities building and... View Details

Keywords: Educational Services; Educational Services

01 Jun 2001
News

Merrill Lynch's Stan O'Neal

and continuing to improve the quality of service provided. “We have a tremendously successful organization with a legacy of winning. The challenge is to continue to evolve and adapt to the new realities of... View Details

Keywords: Susan Young; Merrill Lynch; Personal Services; Personal Services; Personal Services; Personal Services

19 Apr 2011
First Look

First Look: April 19

Financial, LLC was a modern merchant bank that provided high quality advisory services and capital to small- and mid-sized inner city businesses. Next Street was a for-profit business that aimed to increase... View Details

Keywords: Sean Silverthorne

01 Apr 2002
News

John Mulroney: Center Stage at the Opera

training, and dramatically lower compensation. (Mulroney provides his services pro bono.) "The nonprofit world can be difficult for executives who are accustomed to efficiency and large-company, big-budget solutions to problems," Mulroney... View Details

01 Jun 2005
News

NFL Players Tackle Cases at HBS

quarterback for the Kansas City Chiefs. As frequent targets of investment pitches, some of which turn out to be scams, several participants said they had already learned enough to be more astute in evaluating proposals that come their way. For their part, HBS... View Details

Keywords: NFL; Ted Johnson; Todd Collins; Mike Haynes; Educational Services; Educational Services

Profile

Shabrina Jiva

and it's contagious — it inspires me to follow my dreams." HBS has added many special qualities of its own. "In France, professors tend to stay aloof. At HBS, their availability is amazing. They don't just teach me academically,... View Details

01 Jun 2000
News

The Right Connections

particularly crucial; yet it is also difficult for external parties to assess the quality of a young firm." Higgins had noticed that in many pre-IPO discussions, venture capitalists would invariably ask company executives what firms they... View Details

Keywords: Judith A. Ross

25 Jul 2005
Research & Ideas

An Organization Your Customers Understand

the role of organization in regard to a business unit's success, or in the choice of which structure to use, is intertwined with a large number of other important factors. These include the strategy of the business, the quality of its... View Details

Keywords: by Robert Simons

04 Dec 2006
Research & Ideas

The Money Connection—Understanding VC Networks

of geographic space in establishing networks." The Vital Network Venture capital shares some of the same qualities as the life sciences industry in terms of the crucial role played by networks, Stuart says. "Networks are... View Details

Keywords: by Julia Hanna; Financial Services

08 Apr 2011
News

Management Matters In Health Care, Too

MBA students alike, the implications of that view are huge. For policymakers, the message is that cost cutting alone does nothing to improve the quality of care and probably will reduce it. Is anyone in Washington listening? For MBA... View Details

Keywords: Roger Thompson; Ambulatory Health Care Services; Ambulatory Health Care Services

Publications