Service Delivery - Publications - Faculty & Research

16 May 2017
First Look

First Look at New Ideas and Research, May 16

been almost a year and a half since Aydin had agreed to sell the company's shares to Delivery Hero, the Berlin-based global leader in online and mobile food ordering, for $589 million. In 2016, the company had grown to include more than... View Details

Keywords: Re: Multiple Faculty

21 Feb 2012
First Look

First Look: Feb. 21

company to an advanced materials company whose products and services can make its clients more sustainable. During the 1960s and 1970s the company received a series of external shocks in the form of negative public opinion for some of its... View Details

Keywords: Sean Silverthorne

02 Sep 2018
News

Havana Rising

the Cuban market, she has to rely on el paquete—a sort of informal, underground media delivery service hand-distributed weekly to subscribers via flash drives filled with everything from the latest Game of... View Details

Keywords: Dan Morrell; photographed by Eve North

26 Jul 2010
Research & Ideas

Yes, You Can Raise Prices in a Downturn

higher prices," says Frank V. Cespedes, a senior lecturer at Harvard Business School, who spent 12 years running a professional services firm. That's right. Higher prices, not lower. “Competing on price is ultimately a bet on your... View Details

Keywords: by Sean Silverthorne; Retail; Consumer Products

14 Dec 2011
Research & Ideas

The New Measures for Improving Nonprofit Performance

has led to greater focus and the ability to construct meaningful performance objectives and standards across the agency. Roca has been using performance-tracking and client profile data to ensure optimal service View Details

Keywords: by Julia Hanna

15 Dec 2015
News

The Year in Ideas 2015

help. Founded in 2012 in Washington, DC, by Dan Mindus (MBA 2008), the group of more than 90 has become one of the most active tech investors in that city, providing financing and networking opportunities to young companies, such as on-demand flower View Details

Keywords: Julia Hanna, Christine Lejeune, Dan Morrell, and April White

03 Apr 2012
First Look

First Look: April 3

programs. Finally, the authors suggest approaches to mitigating barriers to implementing leadership development programs and highlight the major reasons why health care delivery organizations, residency programs, and national... View Details

Keywords: Carmen Nobel

01 Oct 2002
News

What's Cookin'

Brooke. “We wanted to get involved in something more entrepreneurial,” he explains. “We saw the restaurant business as a service industry that would be successful based on the organization's productivity, focus, and sense of purpose,... View Details

Keywords: Hanna, Julia

01 Dec 2008
News

Business at the Summit

address market failures in global health-care delivery and education. Gates Champions Creative Capitalism Seated in comfortable armchairs, keynote speaker Bill Gates continued on the theme of cross-sector cooperation in an informal... View Details

Keywords: leadership; alumni events; Centennial; Educational Services; Educational Services; Educational Services; Educational Services

15 Oct 2008
First Look

First Look: October 15, 2008

Working PapersEconomic Factors Underlying the Unbundling of Advertising Agency Services Authors:Mohammad Arzaghi, Ernst R. Berndt, James C. Davis, and Alvin J. Silk Abstract This paper addresses a longstanding puzzle involving the... View Details

Keywords: Martha Lagace

25 Jun 2014
Lessons from the Classroom

FIELD Trip: Conquering the Gap Between Knowing and Doing

sounding-board for their ideas. "With the case study method, the delivery is in the classroom," says Mayo. "With FIELD, 80 percent of the success is in the design of the individual sessions and the overall program."... View Details

Keywords: by Michael Blanding; Education

Web

2019 Symposium - Race, Gender & Equity

Nation, HuffPost, and The Atlantic. In 2017, she was the co-recipient of the Newhouse Mirror Award for Best Single Feature of 2016 for an in-depth investigative report on free speech and the internet, and a Wikipedia Distinguished Service... View Details

15 Aug 2005
HBS Case

Classic Cases Live On at HBS

a short magazine article about Shouldice in 1982, and it nicely illustrated excellence in the delivery of a service," explains the case's author, HBS professor James Heskett. "I knew we had a good story, and when I learned that... View Details

Keywords: by Garry Emmons

Web

Courses by Title - Course Catalog

Strategy Amy Edmondson , Tiona Zuzul Spring 2026 Q3Q4 3.0 Managing Customers for Growth Marketing Eva Ascarza Fall 2025 Q2 1.5 Managing International Trade and Investment Business, Government & the International Economy Meg Rithmire Fall 2025 Q1Q2 3.0 Managing View Details

26 Jan 2004
Research & Ideas

What Developing-World Companies Teach Us About Innovation

developing countries. As a result, they must rely on the customer-pull approach: finding ways to solve customers' dilemmas without relying on novel science. Many multinationals entering developing countries pay lip service to serving... View Details

Keywords: by Donald N. Sull, Alejandro Ruelas-Gossi & Martin Escobari

01 Mar 2004
News

New Horizons for Iraq

in clandestine seizure of Iraq’s off-shore oil terminals and cleared Iraqi waterways for delivery of humanitarian aid. Service from September to December 2001 (off Iraq, Afghanistan) and September 2002 to... View Details

Keywords: Garry Emmons; James E. Aisner; Julia Hanna; National Security and International Affairs; Government

20 Feb 2018
First Look

First Look at New Research and Ideas, February 20, 2018

Describes TelePizza, Spain's leading chain of pizza restaurants and delivery services. TelePizza has experienced rapid growth to 500 stores since its creation in 1987. The company went public on the Spanish stock market in late 1996.... View Details

Keywords: Sean Silverthorne

21 Aug 2018
First Look

New Research and Ideas, August 21, 2018

of consumers towards high fee inferior products. Publisher's link: https://www.hbs.edu/faculty/Pages/item.aspx?num=54865 forthcoming Manufacturing & Service Operations Management The Value of Fit Information in Online Retail: Evidence... View Details

Keywords: Dina Gerdeman

08 May 2012
First Look

First Look: May 8

Elena CorsiHarvard Business School Case 312-108 The head of Denmark's largest energy group pondered how to use their limited resources to advance the delivery of clean and reliable energy. The Danish State owned DONG Energy had started... View Details