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  • All HBS Web  (6,146)
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  • October 2008 (Revised October 2009)
  • Case

Blink: The European Air-Taxi Service

By: William A. Sahlman and Jackie Donnelly Russell
This case describes a new venture that is about to launch a Pan-European air-taxi service in 2008. View Details
Keywords: Business Startups; Capital; Financing and Loans; Product Launch; Air Transportation Industry; Europe
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Sahlman, William A., and Jackie Donnelly Russell. "Blink: The European Air-Taxi Service." Harvard Business School Case 809-058, October 2008. (Revised October 2009.)
  • October 2004 (Revised March 2006)
  • Background Note

Compensation in Professional Service Firms

By: Ashish Nanda
Discusses the compensation of professionals--partners and nonpartners--in a professional services firm. Discusses the considerations that determine the choice of compensation systems and the interrelationship between compensation and other human resources management... View Details
Keywords: Compensation and Benefits; Service Industry
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Nanda, Ashish, and Lauren Prusiner. "Compensation in Professional Service Firms." Harvard Business School Background Note 905-039, October 2004. (Revised March 2006.)
  • June 1998 (Revised August 2001)
  • Case

Wells Fargo Online Financial Services (A)

By: Robert S. Kaplan and Nicole Tempest
Wells Fargo, the industry leader in electronic banking, has implemented a Balanced Scorecard in its online financial services group (OFS) to track and measure performance. The OFS group develops and supports services that allow existing and future banking customers to... View Details
Keywords: Balanced Scorecard; Internet and the Web; Corporate Entrepreneurship; Corporate Strategy; Performance Evaluation; Finance; Change; Situation or Environment; Measurement and Metrics; Banking Industry; Banking Industry
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Kaplan, Robert S., and Nicole Tempest. "Wells Fargo Online Financial Services (A)." Harvard Business School Case 198-146, June 1998. (Revised August 2001.)
  • June 2014 (Revised January 2017)
  • Supplement

YAAS's Service Center (B)

By: Brian Hall and Sara del Nido
This case is about a compensation change at an automotive service company in the Middle East. The case allows investigation and analysis of many issues related to compensation design and human resource management, and even change management. The focus of the case is... View Details
Keywords: Compensation; Emotions; Values; Human Resources; Labor; Negotiation; Organizations; Social Psychology; Value Creation; Motivation and Incentives; Auto Industry; Auto Industry; Kuwait; Middle East
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Hall, Brian, and Sara del Nido. "YAAS's Service Center (B)." Harvard Business School Supplement 914-050, June 2014. (Revised January 2017.)
  • April 2006 (Revised March 2007)
  • Case

PayPal Merchant Services

By: Thomas R. Eisenmann and Lauren Barley
In early 2006, PayPal management is deciding how to respond to Google's entry into online payments. PayPal, owned by eBay, has targeted online merchants outside eBay's auction community for its next wave of expansion. Google represents a potential threat to PayPal's... View Details
Keywords: Internet and the Web; Competition; Expansion; Service Operations; Auctions; Web Services Industry; Web Services Industry
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Eisenmann, Thomas R., and Lauren Barley. "PayPal Merchant Services." Harvard Business School Case 806-188, April 2006. (Revised March 2007.)
  • Research Summary

Building Capabilities in Professional Service Firms

One of the most distinctive aspects of professional service firms is that the vast majority of the people who work in them are directly involved in serving clients.  Long-term success in a professional service firm requires obtaining and developing the right... View Details

  • Fast Answer

Managing Service Operations: Research resources for new service design

Where can I begin begin my research for the new service design exercise? The following are highly selected resources for MSO New Service Design exercise. Please contact Baker Library View Details
  • 01 Feb 2000
  • News

Financial Services 24/7

about a week for it to clear will be equally unfathomable. Technology is transforming the banking industry so rapidly that anything less than around-the-clock electronic access to bank accounts seems unthinkable. While predictions vary... View Details
Keywords: Susan Young
  • May 1991 (Revised March 2018)
  • Teaching Note

Automation Consulting Services

By: Robert Simons
Teaching Note for 190-053 View Details
Keywords: Strategy And Execution; Management Control Systems; Levers Of Control; Consulting Industry
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Simons, Robert. "Automation Consulting Services." Harvard Business School Teaching Note 191-030, May 1991. (Revised March 2018.)
  • October 1999
  • Case

Dispatch Management Services

By: William A. Sahlman, Michael J. Roberts and Matthew C. Lieb
Keywords: Distribution Industry
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Sahlman, William A., Michael J. Roberts, and Matthew C. Lieb. "Dispatch Management Services." Harvard Business School Case 800-017, October 1999.
  • July 1993 (Revised August 1994)
  • Case

Laidlaw Environmental Services

By: Richard H.K. Vietor
Keywords: Green Technology Industry
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Vietor, Richard H.K. "Laidlaw Environmental Services." Harvard Business School Case 794-016, July 1993. (Revised August 1994.)
  • June 2014 (Revised January 2017)
  • Supplement

YAAS's Service Center (C)

By: Brian Hall and Sara del Nido
This case is about a compensation change at an automotive service company in the Middle East. The case allows investigation and analysis of many issues related to compensation design and human resource management, and even change management. The focus of the case is... View Details
Keywords: Compensation; Emotions; Values; Human Resources; Labor; Negotiation; Organizations; Social Psychology; Value Creation; Motivation and Incentives; Auto Industry; Auto Industry; Kuwait; Middle East
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Hall, Brian, and Sara del Nido. "YAAS's Service Center (C)." Harvard Business School Supplement 914-051, June 2014. (Revised January 2017.)
  • Winter 2014
  • Article

Does Service Bundling Reduce Churn?

By: Jeff Prince and Shane Greenstein
We examine whether bundling in telecommunications services reduces churn using a series of large, independent cross sections of household decisions. To identify the effect of bundling, we construct a pseudo-panel dataset and utilize a linear, dynamic panel-data model,... View Details
Keywords: Communication Technology; Customer Satisfaction; Product Marketing; Telecommunications Industry
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Prince, Jeff, and Shane Greenstein. "Does Service Bundling Reduce Churn?" Journal of Economics & Management Strategy 23, no. 4 (Winter 2014): 839–875.
  • November 2011
  • Teaching Note

Comfort Class Transport: Does Customer Service Need an Overhaul? (Brief Case)

By: Michael J. Roberts and Paul E. Morrison
Teaching Note for Product #4377. View Details
Keywords: Capacity Utilization; Supply & Demand; Operations Management; Customer Service; Management; Demand and Consumers; Operations; Customer Focus and Relationships; Supply and Industry; Capital
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Roberts, Michael J., and Paul E. Morrison. "Comfort Class Transport: Does Customer Service Need an Overhaul? (Brief Case)." Harvard Business School Teaching Note 114-377, November 2011.
  • 03 Feb 2016
  • Research & Ideas

The State of Customer Service Leadership

largely in the hands of those who lead our service organizations. It’s natural that we would look to leaders in the service sector for the same cutting-edge practices that we used to find being implemented... View Details
Keywords: by Jim Aisner; Retail
  • February 2000
  • Case

E2M Health Services

By: Richard M.J. Bohmer and Naomi Atkins
Outlines the growth of an innovative diabetes disease management organization from 1994-99. Having demonstrated the success of their model in managing diabetes populations in Texas and New York State, the CEO and president must decide the future strategy of the company... View Details
Keywords: Business Model; Customer Focus and Relationships; Decision Choices and Conditions; Financial Markets; Revenue; Innovation and Invention; Business or Company Management; Marketing Strategy; Internet; Health Industry
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Bohmer, Richard M.J., and Naomi Atkins. "E2M Health Services." Harvard Business School Case 600-077, February 2000.
  • December 1998
  • Background Note

Retail Financial Services in 1998

By: Stephen P. Bradley and Takia Mahmood
Provides an overview of the current restructuring that is taking place in the retail financial services industry. Provides a brief overview of the structural changes in banking, brokerage, insurance, and mutual funds. Used as background for examining the strategies of... View Details
Keywords: Economic Sectors; Economy; Financial Institutions; Financial Markets; Industry Growth; Strategy; Competitive Strategy; Banking Industry; Banking Industry
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Bradley, Stephen P., and Takia Mahmood. "Retail Financial Services in 1998." Harvard Business School Background Note 799-051, December 1998.
  • November 1990 (Revised February 1991)
  • Case

Commonwealth Blood Transfusion Service

For the first time, the Commonwealth Blood Transfusion Service (CBTS) has to determine product costs for the output of its plasma fractionation center. The motivation for determining product costs is political in nature. Therefore, the CBTS has to find a way to report... View Details
Keywords: Product; Cost; Health Care and Treatment; Health Industry
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Cooper, Robin. "Commonwealth Blood Transfusion Service." Harvard Business School Case 191-087, November 1990. (Revised February 1991.)
  • September 2016
  • Case

Financial Services at Falabella (A)

By: C. Fritz Foley and Agustin M. Hurtado
In 2010, the board and senior management team of Falabella, a leading retailer with operations throughout Latin America, faced choices about what to do with its financial services division. More than 4.5 million customers had CMR credit cards that could be used in... View Details
Keywords: Consumer Credit; Financial Institutions; Personal Finance; Financial Management; Financial Strategy; Corporate Strategy; Banking Industry; Banking Industry; Latin America; Chile; Argentina; Colombia; Peru
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Foley, C. Fritz, and Agustin M. Hurtado. "Financial Services at Falabella (A)." Harvard Business School Case 217-016, September 2016.
  • winter 1997
  • Article

The Effects of Market Structure and Ownership on Prices and Service Offerings in the Cable Television Industry

By: Willis Emmons and Robin A. Prager
Keywords: Markets; Ownership; Price; Service Delivery; Entertainment; Media and Broadcasting Industry
Citation
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Emmons, Willis, and Robin A. Prager. "The Effects of Market Structure and Ownership on Prices and Service Offerings in the Cable Television Industry." RAND Journal of Economics 28, no. 4 (winter 1997): 732–750.
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