Publications

Read Now

May 2006
Article

The Changing Structure of the Legal Services Industry and the Careers of Lawyers

By: George P. Baker and Rachel Parkin

Keywords: Change; Law; Employees; Personal Development and Career; Organizational Structure; Legal Services Industry

Find at Harvard

March 2002 (Revised October 2002)
Background Note

Service on the Internet: The Effect of Physical Service on Scalability

Develops a framework for exploring the idea of, how service affects the economics of Internet organizations. Development of the framework requires an understanding of the different forms service takes in organizations that conduct business through the Internet. These... View Details

Keywords: Internet and the Web; Service Delivery; Service Industry

November 1986 (Revised November 1987)
Case

MG Services

By: David B. Yoffie

Keywords: Service Industry

Find at Harvard

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

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

July 2013 (Revised August 2013)
Case

Seeking Alpha in the Afterlife: CMG Life Services and the Life Settlement Industry

By: Lauren Cohen

Keywords: Asset Management; Insurance Industry; United States

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; Auto Industry; Auto 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

01 Oct 2001
News

Ready for Takeoff: Web Portal Enters Second Phase

increasing the number of "what-do-you-think" feedback sections, allowing users to be active participants, not just passive readers. "We want to take better advantage of the Web as a medium," observes Silverthorne. "We plan to add the... View Details

Keywords: Lory Hough; Educational Services; Educational Services; Educational Services; Educational Services

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; Food and Beverage Industry; Food and Beverage Industry

June 1996 (Revised April 2003)
Case

AeroTech Service Group, Inc.

AeroTech Service Group uses Internet protocols and other advanced computing technologies to interconnect the IS networks of McDonnell-Douglas Aerospace with many of its customers, suppliers, and other partners. The case discusses AeroTech's product and explores options... View Details

Keywords: Internet and the Web; Information Technology; Information Technology Industry; Information Technology Industry

1994
Chapter

Managing Services When Service Is a Performance

By: J. A. Deighton

Keywords: Service Operations; Performance; Management; Service Industry

August 2010 (Revised September 2010)
Case

Paradise Travel Advisory Service

By: Paul W. Marshall, Charles Anthony Miller and Collins Pettus Ward

New managers in a troubled company are faced with developing and implementing a plan to increase revenue in a travel service business. View Details

Keywords: Business Plan; Entrepreneurship; Borrowing and Debt; Revenue; Problems and Challenges; Travel Industry

Find at Harvard

November 1992
Background Note

Note on Service Mapping

By: James L. Heskett

Illustrates a simple technique for diagramming operations flows in service companies. Can be used to help structure analysis and discussion of cases involving sequenced operations. View Details

Keywords: Management Analysis, Tools, and Techniques; Operations; Business Processes; Organizational Structure; Service Industry

19 Nov 2001
Research & Ideas

Wrapping Your Alliances In a World Wide Web

industries remain infinitely focused on creating and selling the next generation of our fast changing technologies, and thus we have not taken the time, effort, or collective resolve to develop a set of industry-wide electronic business... View Details

Keywords: by Andrew McAfee

17 Sep 2007
Research & Ideas

Broadband: Remaking the Advertising Industry

business, and the difficulties writing about such a moving target. Julia Hanna: What is the subject of your book in progress? Stephen P. Bradley: We are looking at industries that are being transformed by broadband such as the news and... View Details

Keywords: by Julia Hanna; Advertising; Media & Broadcasting; Publishing

August 2020 (Revised August 2023)
Case

Nubank: Democratizing Financial Services

By: Michael Chu, Carla Larangeira and Pedro Levindo

Nubank, a wholly-digital solution created to disrupt Brazilian banking, with 6 million clients and a $4 billion valuation after five years, must decide whether to expand to Mexico. The company was founded in São Paulo in 2013 by Colombian-born David Vélez to seize what... View Details

Keywords: Fintech; Financial Inclusion; Digital Banking; Credit Cards; Banks and Banking; Disruption; Expansion; Growth and Development Strategy; Financial Services Industry; South America; Brazil; North America; Mexico

01 Feb 2002
News

Web Exclusive: Behind the Scenes with Karen Tumulty

As Time magazine's national political correspondent, Karen Tumulty counts among her confidants some of the country's most powerful and influential people. But that doesn't mean she's forgotten her days at the San Antonio Light, where she started her career in... View Details

Keywords: News, Library, Internet, and Other Services; News, Library, Internet, and Other Services

December 2002
Teaching Note

Tyrell Web Developers, Inc. (A) and (B) (TN)

By: Alan D. MacCormack and Andrew P. McAfee

Teaching Note for (9-600-025) and (9-600-026). View Details

Keywords: Information Technology Industry