Publications

Dennis W. Campbell is currently the Dwight P. Robinson Jr. Professor of Business Administration at Harvard Business School. His research and teaching activities focus broadly on how management control systems can be designed to balance short-term strategy execution... View Details

Keywords: financial services; financial services; financial services; financial services; financial services; financial services; financial services

Profile

Lisa Cousins

Why was earning your MBA at HBS important to you? I grew up in a very small town – you could call it “the middle of nowhere” – and have always been a bit of a dreamer, with aspirations to be a leader in the travel industry from a very... View Details

Keywords: Services; Services

February 2023
Case

Seemore Meats & Veggies

By: Lou Shipley, Patricia Favreau and Mel Martin

Cara Nicoletti was an emerging food entrepreneur that had recently launched her first product, a sustainably sourced, vegetable-infused meat sausage. Brooklyn, New York City-based Seemore Meats & Veggies had seen promising signs of success in local markets and pockets... View Details

Keywords: Sales; Food; Logistics; Entrepreneurship; Growth and Development Strategy; Agriculture and Agribusiness Industry; Agriculture and Agribusiness Industry; United States

Article

Creating Value in the Age of Distributed Capitalism

By: Shoshana Zuboff

Capitalism is a book of many chapters—and we are beginning a new one. Every century or so, fundamental changes in the nature of consumption create new demand patterns that existing enterprises can't meet. When a majority of people want things that remain priced at a... View Details

Keywords: Value Creation; Economic Systems; Transformation

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Spring 2021
Article

Corporate Resilience and Response During COVID-19

By: Alex Cheema-Fox, Bridget LaPerla, George Serafeim and Hui (Stacie) Wang

The coronavirus pandemic caused a sharp market decline while raising heterogeneous responses across companies related to their employees, supply chain, and repurposing of operations to provide needed products and services. We study whether during the 2020 COVID-19... View Details

SSRN

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Tony Mayo is the Thomas S. Murphy Senior Lecturer of Business Administration and C. Roland Christensen Distinguished Management Educator in the Organizational Behavior Unit of Harvard Business School (HBS). He currently teaches and serves as the course head for... View Details

Keywords: education industry; education industry; education industry; education industry; education industry; education industry

2013
Working Paper

Where do the Most Active Customers Originate and How Can Firms Keep Them Engaged?

By: Clarence Lee, E. Ofek and Thomas Steenburgh

In this paper, we study how firms offering Web services can acquire and develop an active customer base. We focus on two basic questions. First, how does the method of customer acquisition affect the way customers use the service to meet their own needs and to interact... View Details

Keywords: Customer Engagement; Adoption Routes; Hidden Markov Models; Search; Word-of-Mouth; Digital Media; Customer Relationship Management; Internet and the Web; Mathematical Methods; Consumer Behavior; Entrepreneurship; Marketing Reference Programs; Web Services Industry

Conference Presentation

CORE Seminar

By: Robert G. Eccles Jr.

Leading Professional Service Firms
(30-session EC course in Winter Term)
September 15, 2009
Robert G. Eccles View Details

Keywords: Service Industry

August 1998 (Revised June 2013)
Case

Business Plan for Room For Dessert: Adding Unique Ingredients to Life's Balancing Act

By: Joseph B. Lassiter III and Michael J. Roberts

Summarizes the business plan for a concept restaurant focused on late evening dessert service as well as its subsequent rollout plan. View Details

Keywords: Business Strategy; Planning; Business Plan; Outcome or Result; Service Operations; Experience and Expertise; Service Industry; Service Industry

Roberto Verganti (rverganti@hbs.edu) is in the Technology and Operations Management Unit at Harvard Business School. He teaches Design Theory and Practice for the View Details

Keywords: industrial goods; industrial goods; industrial goods; industrial goods; industrial goods; industrial goods; industrial goods; industrial goods; industrial goods; industrial goods; industrial goods; industrial goods; industrial goods; industrial goods; industrial goods

01 Jan 2004
News

01 Feb 2017
What Do You Think?

Is the Next Jobs Crisis Just Ahead?

for beginning teachers So, is there any hope?” Roy Damary summed up his thoughts this way: “And we all thought that the service industry was the salvation of countries facing View Details

Keywords: by James Heskett; Service

March 1990
Supplement

OTISLINE (B)

Provides a brief update about the OTISLINE application and service center concept. Includes discussions of the chairman's perception of the impact of OTISLINE on customer service and the field organization's response to the OTISLINE service. Includes a description of a... View Details

Keywords: Technology; Service Operations; Customer Focus and Relationships; Construction Industry

December 2002
Case

Putnam Investments: Work@Home

Putnam Investments uses technology to enable many of its frontline service providers to work routinely and permanently from their homes. This case explores issues related to this strategy, from conceptualization to implementation and highlighting continuous... View Details

Keywords: Information Technology; Service Delivery; Financial Services Industry

September 2020 (Revised December 2021)
Case

Building India's 2.0: PayNearby

By: Lauren Cohen and Spencer C. N. Hagist

Headquartered in Mumbai, India, FinTech startup Nearby Technologies has seen its flagship brand, PayNearby, rapidly flourish across most of its target market within just four years. The unprecedented success of its payment app, which allows users to access banking... View Details

Keywords: Fintech; Developing Markets; Payments; Financial Inclusion; Finance; Entrepreneurship; Emerging Markets; Competitive Strategy; Banking Industry; India

Article

Can You Cut 'Turn Times' Without Adding Staff?

By: Ethan Bernstein and Ryan W. Buell

The president of RSA Ground, the subsidiary of Rising Sun Airlines responsible for servicing its planes at airports across Japan, goes undercover as a service crew member to discover how and whether his employees can speed up cleaning, checking, restocking, and... View Details

Keywords: Employee Empowerment; Employee Motivation; Turnaround; Service Operations; Employees; Motivation and Incentives; Leadership; Air Transportation Industry; Japan

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July 2001 (Revised December 2001)
Case

American Express Interactive

By: Lynda M. Applegate

Follows the protagonist, Sonia Sharpe, as she and her American Express Interactive Team attempt to develop and market an interactive, on-line, corporate travel service in a highly competitive environment. Looks at the possible resources and partnerships a company needs... View Details

Keywords: Corporate Entrepreneurship; Partners and Partnerships; Growth and Development Strategy; Competitive Strategy; Marketing Strategy; Product Positioning; Applications and Software; Technological Innovation; Global Strategy; Expansion; Information Technology; Vertical Integration; Financial Services Industry; Financial Services Industry

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2015
Book

How the Internet Became Commercial: Innovation, Privatization, and the Birth of a New Network

By: Shane Greenstein

In less than a decade, the Internet went from being a series of loosely connected networks used by universities and the military to the powerful commercial engine it is today. This book describes how many of the key innovations that made this possible came from... View Details