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  • Web

Research Services - Faculty & Research

Research Services 9ms Harvard Business School (HBS) provides unparalleled faculty support to facilitate the creation of enduring knowledge that shapes both business practice and pedagogy. HBS is distinct in that it funds almost all its... View Details
  • 25 Mar 2021
  • Blog Post

Meet the Student Academic Services Support Team at HBS!

Determining how to successfully balance responsibilities, opportunities, and challenges is imperative to a positive and productive student experience. The Student and Academic Services (SAS) Support Services... View Details
  • 16 Feb 2010
  • Research & Ideas

The Outside-In Approach to Customer Service

customers is just the starting point. From here, firms have to make a creative leap to discover the unique combination of products and services that may address those needs. No customer gave Steve Jobs and Apple the View Details
Keywords: by Sarah Jane Gilbert; Consumer Products
  • 19 Oct 2011
  • Research & Ideas

Designing Cities for a Sustainable Future

On a June day in Manhattan with temperatures heading into the 90s, a straphanger named Mike is taking his customary subway ride to work. People are grumbling about the heat, but hey, it's summer, it's supposed to be hot, and besides, "Whaddya gonna do?" New Yorkers... View Details
Keywords: by Garry Emmons; Construction; Real Estate
  • July 2000 (Revised September 2005)
  • Case

Madison Avenue: Digital Media Services (A)

Introduces a "new-economy" company, Madison Avenue, facing challenges of mega-success. In the two years since its founding, the company's revenues have grown from zero to nearly $30 million, head count has swollen from the start-up handful to more than 200, and the... View Details
Keywords: Organizational Change and Adaptation; Organizational Design; Online Advertising; Advertising Industry
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  • 2000
  • Chapter

Service Markets and the Internet

By: J. A. Deighton
Keywords: Internet and the Web; Service Operations; Market Design
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  • Web

About Us - Research Computing Services

About Us Research Computing Services (RCS) is a centralized service that supports HBS faculty research with a staff of statisticians, data scientists, and experts in research computing. Read more about our... View Details
  • April 2003
  • Module Note

Design and Management of Health Care Delivery Processes, The

By: Richard M.J. Bohmer
Discusses the design and management of clinical processes in health care. Presents a framing of the clinical process as a problem-solving process that fundamentally involves learning along two dimensions and at least two levels. The two dimensions are: 1) learning in... View Details
Keywords: Management Analysis, Tools, and Techniques; Service Delivery; Management Practices and Processes; Learning; Health Care and Treatment; Health Industry
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  • 23 Jan 2012
  • Research & Ideas

Break Your Addiction to Service Heroes

computer problems on a website, companies that design those interactions purely to cut costs don't succeed. But when they actively partner with their customers to deliver a better service experience,"... View Details
Keywords: by Deborah Blagg; Service
  • Web

Newsletter - Research Computing Services

Newsletter Newsletter School Select one Harvard Business School Harvard College Division of Continuing Education Harvard School of Dental Medicine Harvard Divinity School Harvard Faculty of Arts & Sciences Graduate School of Design... View Details
  • Article

Design of Search Engine Services: Channel Interdependence in Search Engine Results

By: Benjamin Edelman and Zhenyu Lai
The authors examine prominent placement of search engines' own services and effects on users' choices. Evaluating a natural experiment in which different results were shown to users who performed similar searches, they find that Google's prominent placement of its... View Details
Keywords: Search Engine; Organic Search; Sponsored Search Advertising; User Interface; Channel Substitution; Search Technology; Consumer Behavior; Online Advertising
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  • Article

The Job Market for New Economists: A Market Design Perspective

By: Peter A. Coles, John Cawley, Phillip B. Levine, Muriel Niederle, Alvin E. Roth and John J. Siegfried
This paper, written by the members of the American Economic Association (AEA) Ad Hoc Committee on the Job Market, provides an overview of the market for new Ph.D. economists. It describes the role of the AEA in the market and focuses in particular on two mechanisms... View Details
Keywords: Market Design; Jobs and Positions
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  • Research Summary

The Role of the Internet in Enhancing Service and Reducing Cost

Is delivering service (both internal and external) facilitated by the Internet a zero sum game in which costs associated with delivering superior service must always be passed on to customers in the form of higher prices? Does the quantity and type of service... View Details

  • Web

Scaling Work - Research Computing Services

here . The wrapper scripts that drive these menu items include all the necessary commands to start Stata with the designated number of CPU cores within your session. Using PAC (batch only): Note that PAC is not yet available for Grid 2.5.... View Details
  • Web

Data Storage - Research Computing Services

needs may exceed the amount available. The storage location at /export/scratch is designed specifically for this purpose. Note: This is a shared area, so use Unix file permissions to change the accessibility if needed. Files older than 60... View Details
  • July 2008 (Revised December 2011)
  • Supplement

ghSMART(-er) & Co., 2008: Pioneering in Professional Services

By: Noam T. Wasserman and Ashraf Haque
Geoff Smart, founder and CEO of ghSMART & Co., wanted to build ghSMART into the #1 management-assessment firm for CEOs and investors. However, he had just received two pieces of very bad news: the demise of an existing project and the loss of a $1 million engagement he... View Details
Keywords: Business Ventures; Managerial Roles; Organizational Structure; Problems and Challenges; Loss; Motivation and Incentives; Service Industry
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  • Web

Tools & Services | Information Technology

network connectivity at HBS. Alumni & Advancement Explore the ecosystem of tools that supports a wide range of alumni-related services. Inspire We help you envision and build learning experiences, interactive spaces, and enabling technologies that keep HBS at the... View Details
  • April 2002 (Revised April 2002)
  • Teaching Note

A Note on Organizational Design at Yahoo! TN

By: Alan D. MacCormack
Teaching Note for (9-602-112). Includes color exhibits. View Details
Keywords: Organizational Design; Web Services Industry
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  • Web

RCS Policies - Research Computing Services

spaces will be backed up and archived only after contacting the primary faculty sponsor. Archives are retained for the period of time specified by HU or HBS data retention policies, whichever is longest. Please contact the ESS group within HBS via a View Details
  • Research Summary

Ownership Qutotient: Putting the Service Profit Chain for Unbeatable Competitive Advantage

By: W. Earl Sasser

Professors Jim Heskett and Earl Sasser, in collaboration with Joe Wheeler have been examining cuatomer and employee ownership behaviors which have a profound impact on long term profit and growth. Their findings are published in Ownership Quotient:... View Details