Publications

05 Sep 2018
News

Inside the World of Eddy Cue, Apple’s Services Chief

Research Summary

Service Excellence by Design

By: Frances X. Frei

This research addresses how to design sustainable service models that deliver ongoing value to both customers and the firm. In particular, the research reveals three principles of effective service management (see View Details

July–August 1990
Article

The Profitable Art of Service Recovery

By: C. Hart, J. Heskett and W. Earl Sasser

Keywords: Profit

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July–August 1977
Article

Controlling the Costs of Data Services

By: R. L. Nolan

Keywords: Cost; Data and Data Sets

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May 1993
Teaching Note

Province of Ontario Translation Services TN

By: Regina E. Herzlinger

Keywords: Canada

August 2013 (Revised September 2013)
Course Overview Note

Entrepreneurship in Healthcare IT Services (EHITS) Fall Term 2013: Course Outline and Syllabus

By: Robert F. Higgins

This is the syllabus and course outline for "Entrepreneurship in Healthcare IT and Services (EHITS)" taught by Prof. Bob Higgins in the fall of 2013. Contains the course overview, objectives, goals and themes. View Details

Keywords: Healthcare Technology; Health Services; Healthcare Ventures; Entrepreneurship; Health Care and Treatment; Information Technology; Health Industry; Technology Industry; United States

Mikey Dickerson and Haley Van Dyck found themselves far from home and far from certain about where to take the U.S. Digital Service (USDS) next. In the summer of 2015, they had landed in London to meet with Mike Bracken, director of the United Kingdom’s... View Details

02 May 2000
Research & Ideas

Leading Professional Service Firms

to their own professional lives. In this conversation with a member of the Executive Education staff, Professor Jay Lorsch, program chair, discusses the course, the significant role professional service... View Details

Keywords: Re: Jay W. Lorsch; Service; Service; Service

March 1996 (Revised October 1996)
Case

Singapore's Trade in Services

By: Debora L. Spar

Focuses on the efforts of Singapore's Economic Development Board (EDB) to grow the tiny island almost wholly through an expansion of its service economy. Between 1965 and 1990, Singapore achieved a remarkable rate of growth, largely by opening its economy to foreign... View Details

Keywords: Growth Management; Service Operations; Government and Politics; Developing Countries and Economies; Macroeconomics; Service Industry; Singapore

Research Summary

Managing Marketspace Service Interfaces

By: Jeffrey F. Rayport

Jeffrey F. Rayport is focusing on the strategic challenges that face businesses selling information-intensive products and services. A key strategic issue in such businesses is the dematerialization of information-intensive products and services as a consequence of... View Details

March 1994 (Revised September 1995)
Case

Enron Gas Services

By: Peter Tufano

The CEO of Enron Gas Services (EGS), a subsidiary of the largest U.S. integrated natural gas firm, considers the risks and opportunities of selling a variety of natural gas derivatives, both embedded in gas delivery contracts and as free-standing financial contracts.... View Details

Keywords: Risk Management; Energy Sources; Financial Services Industry; Financial Services Industry

January 2005 (Revised March 2008)
Exercise

New Service Design Exercise

By: Frances X. Frei

Used in the second module of a course on Managing Service Operations, which addresses the design of sustainable service models (606-031). Provides an opportunity for students to design a new service offering, paying careful attention to the link between strategic... View Details

Keywords: Design; Management; Service Operations; Strategy

June 2014 (Revised January 2017)
Case

YAAS's Service Center

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; Compensation and Benefits; Human Resources; Labor; Negotiation; Organizations; Social Psychology; Value Creation; Motivation and Incentives; Service Industry; Service Industry; Kuwait; Middle East

April 2013 (Revised November 2013)
Case

Growing Financial Services in India: Aditya Birla Financial Services Group

By: Paul M. Healy and Rachna Tahilyani

Aditya Birla Financial Services Group is a large, broad-based, Indian financial services institution offering products ranging from life insurance and mutual funds to private equity. The company has witnessed a turnaround in recent years and regained lost market share.... View Details

Keywords: Regulatory Environment; Finance; Asset Management; Business Growth and Maturation; Transformation; Leadership Development; Leadership Style; Business Processes; Organizational Structure; Organizational Change and Adaptation; Competitive Strategy; Diversification; Segmentation; Financial Services Industry; Financial Services Industry; India

2015
Book

What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms

By: James L. Heskett, W. Earl Sasser and Leonard A. Schlesinger

Based on decades of collective field experiences, the authors present anecdotal evidence in support of eight things that great service leaders know and do. Great service leaders know that (1) leading a breakthrough service is different, and they take steps to ensure... View Details

Keywords: Management; Leadership; Service Operations; Service Delivery

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January 2005 (Revised November 2009)
Case

Tata Consultancy Services

By: Rohit Deshpande and Seth Schulman

As CEO of Tata Consultancy Services (TCS), S. "Ram" Ramadorai had grown the company into an emerging IT services powerhouse, with marquee clients such as General Electric, offices in 32 countries, and revenues of nearly $2 billion dollars. Now, he was about to steer... View Details

Keywords: Initial Public Offering; Job Cuts and Outsourcing; Labor; Competitive Strategy; Information Technology; Consulting Industry; India; United States

June 2024
Supplement

Pal's Sudden Service (B)

By: Gary P. Pisano, Francesca Gino and Ruth Page

Pre-Abstract: Instructors should consider the timing of making videos available to students, as they may reveal key case details.

Abstract: Pal's Sudden Service has developed a unique operating model and organizational culture in the quick service... View Details

Keywords: Growth and Development Strategy; Organizational Culture; Motivation and Incentives; Service Operations; Service Industry; Service Industry

February 2003 (Revised June 2003)
Case

Interface's Evergreen Services Agreement

In an attempt to reduce its ecological footprint, Interface Americas, a leading manufacturer of commercial carpet tile, has launched the Evergreen Services Agreement (ESA)--a lease agreement that provides would-be carpet purchasers with comprehensive floor-covering... View Details

Keywords: Business Model; Product; Environmental Sustainability; Innovation and Invention; Leasing; Consumer Products Industry; Houston