Service Quality - Publications - Faculty & Research

26 Mar 2019
First Look

New Research and Ideas, March 26, 2019

use biometric identification technology to improve the reliability of administrative information and deliver social services more efficiently. This paper exploits the random placement of biometric devices in tuberculosis (TB) treatment... View Details

Keywords: Dina Gerdeman

01 Mar 2009
News

Your Taxi Is Waiting

was witnessing the inaugural flight of Blink, a European air-taxi service they had first conceived of while students at the School. The scene didn’t offer much drama — just another small plane taking off from the thousands of regional... View Details

Keywords: Julia Hanna; Air Transportation; Transportation

01 Mar 2018
News

Case Study: On the Record

the payback period short enough to recoup investment before consumer sentiment shifts away? Does being in the space provide an entrée into other uses of the material and technology? —Howard Sands (MBA 1993) Focus on growing the existing business and building out name... View Details

Keywords: April White

01 Jun 2013
News

Lesson Plans

overworked, yet there's a huge gap in quality training for them." —Anthony Priest (MBA 1996) Program Specialist, Office of Career and Technical Education, District of Columbia Public Schools Marc Sternberg (MBA 2000) Senior Deputy... View Details

Keywords: Educational Support Services; Educational Support Services; Educational Support Services; Educational Support Services

11 May 2017
News

Going with the Flow

day. I believed that families should be able to bank their children’s cord blood or make donations; but there needed to be a trusted, quality laboratory and logistics business enabling them to do so. Haemonetics didn’t have an interest,... View Details

Keywords: Robert S. Benchley

24 Feb 2009
First Look

First Look: February 24, 2009

not only experience project-level success with the implementation of new work practices, but also organizational-level success as indicated by overall measures of performance. We tested our hypothesis in a longitudinal study of 23 hospital neonatal intensive care units... View Details

Keywords: Martha Lagace

29 Jan 2013
First Look

First Look: Jan. 29

utilize diverse levels of analysis. Paper: http://www.oxfordbibliographies.com/obo/page/management Learning from Customers: Individual and Organizational Effects in Outsourced Radiological Services Authors:Clark, Jonathan R., Robert S.... View Details

Keywords: Sean Silverthorne

08 Feb 2016
Research & Ideas

The Civic Benefits of Google Street View and Yelp

Even as citizens generate more data than ever before, most cities haven’t taken full advantage of that information flow to improve services and become more efficient. “Historically, cities have been moving in analog, trying to measure... View Details

Keywords: by Michael Blanding; Consumer Products

01 Jun 2011
News

Howard Stevenson: The Personal Side

HBS Dean Kim Clark “Howard's most admirable and endearing quality has always been his generosity. It is related to the philosophy that he expressed in the book, Just Enough, that he wrote with Laura Nash. Some people never have enough and... View Details

Keywords: Educational Services; Educational Services

27 Jan 2003
Research & Ideas

New Cluster Mapping Project Helps Companies Locate Facilities

economic development decisions to a new level of sophistication. In a cluster, a company can draw on a local supplier base of skilled people, specialized service providers, and local institutions that can provide training and perform... 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

Purchase

30 Apr 2012
Research & Ideas

India’s Ambitious National Identification Program

India's economy is enjoying robust growth with an expanding middle class. But the country, which has 22 official languages, also has its share of huge challenges: widespread poverty with 75 million homeless people, insufficient access to View Details

Keywords: by Dina Gerdeman

14 Jul 2009
First Look

First Look: July 14

http://www.hbs.edu/research/pdf/09-148.pdf PublicationsOpen to Negotiation: Phenomenological Assumptions and Knowledge Dissemination Authors:Corinne Bendersky and Kathleen L. McGinn Publication:Organization Science (forthcoming) Abstract Phenomenological... View Details

Keywords: Martha Lagace

21 Mar 2018
Blog Post

Telling Your Story: How to Create a Powerful Personal Digital Brand

nature and amount, if any, of original content you wish to create and share with an online community. Take advantage of toolsThe same internet that gives us a platform for our brand also provides access to many tools that can help us improve the View Details

16 Jun 2003
Research & Ideas

Peeling Back the Global Brand

higher quality products Global status—the idea that transnational brands confer an elite status on the buyer Country-of-origin quality—the idea that "a food chain" of production means that higher-quality goods are created in the... View Details

Keywords: by Martha Lagace; Consumer Products; Retail

21 May 2018
Blog Post

Harnessing The Power of Collaboration to Create Opportunity in Chicago

Editor’s Note: The below post is part of our Alumni for Impact series, which features alumni who are making a difference in the social sector, specifically in K-12 education, impact investing, nonprofit supportive services and social... View Details

Keywords: Nonprofit / Government

01 Feb 2001
News

The Doctor Is In

CEO of the Massachusetts General Physicians Organization (MGPO), which supports its seventeen hundred members with a range of financial and business-related services for physicians in group and individual practice. The MGPO's mission is... View Details

Keywords: healthcare; Health, Social Assistance

01 Jun 2017
News

Supercharged

are fighting congestion, and are concerned with air quality and noise pollution. Electric plugs right into that.” Indeed, GM plans to introduce an on-demand ridesharing service here in the United States... View Details

Keywords: Alexander Gelfand; illustrations by Tavis Coburn

17 Oct 2017
First Look

First Look at New Research and Ideas, October 17, 2017

to address physician burnout is multifaceted and includes costs associated with turnover, lost revenue associated with decreased productivity, as well as financial risk and threats to the organization’s long-term viability due to the relationship between burnout and... View Details