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  • October 2002 (Revised April 2007)
  • Case

Dell Computers (A): Field Service for Corporate Clients

By: Frances X. Frei, Amy C. Edmondson and Corey B. Hajim
Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry... View Details
Keywords: Information Infrastructure; Customer Relationship Management; Job Cuts and Outsourcing; Service Operations; Business or Company Management; Emerging Markets; Problems and Challenges; Service Delivery; Computer Industry; United States
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Frei, Frances X., Amy C. Edmondson, and Corey B. Hajim. "Dell Computers (A): Field Service for Corporate Clients." Harvard Business School Case 603-067, October 2002. (Revised April 2007.)
  • 22 Jul 2014
  • First Look

First Look: July 22

August 2013 hfm (Healthcare Financial Management) Using TDABC to Deliver Better Patient Outcomes at Lower Cost By: Kaplan, Robert S. Abstract—No abstract available. Publisher's link: http://www.hfma.org/TDABC August 2013 Accounting Horizons Better Accounting Transforms... View Details
Keywords: Sean Silverthorne
  • 19 Feb 2013
  • First Look

First Look: Feb. 19

care delivery at GWH. Rather than treating high-risk pregnancies as a homogeneous group, Dr. Narayan pioneered the development of eleven condition-based, high-risk clinics led by dedicated multidisciplinary teams of physicians, midwives,... View Details
Keywords: Sean Silverthorne
  • 26 Apr 2011
  • First Look

First Look: April 26

Central Asia to Europe for the first time, which would diversify supply sources. At the same time, an Italian-Russian consortium announced South Stream natural gas pipeline, which would diversify transport routes for the delivery of... View Details
Keywords: Sean Silverthorne
  • 08 Jun 2010
  • First Look

First Look: June 8

County Hospital: Gastroenterology Care in Sweden Michael E. Porter, Jennifer F. Baron, and Martin RejlerHarvard Business School Case 710-469 Sweden's Highland District County Hospital, similar to a community hospital in the U.S., undertook a major restructuring to... View Details
Keywords: Martha Lagace
  • November 2007
  • Article

A Model of Consumer Learning for Service Quality and Usage

By: Raghuram Iyengar, Asim Ansari and Sunil Gupta
In many services, e.g., the wireless service industry, consumers choose a service plan based on their expected consumption. In such situations, consumers experience two forms of uncertainty. First, consumers may be uncertain about the quality of their service provider... View Details
Keywords: Experience and Expertise; Customer Value and Value Chain; Learning; Price; Knowledge Use and Leverage; Marketing Strategy; Consumer Behavior; Service Delivery; Quality; Risk and Uncertainty; Service Industry
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Iyengar, Raghuram, Asim Ansari, and Sunil Gupta. "A Model of Consumer Learning for Service Quality and Usage." Journal of Marketing Research (JMR) 44, no. 4 (November 2007): 529–544.
  • September–October 2013
  • Article

The Role of Organizational Scope and Governance in Strengthening Private Monitoring

By: Lamar Pierce and Michael W. Toffel
Governments and other organizations often outsource activities to achieve cost savings from market competition. Yet such benefits are often accompanied by poor quality resulting from moral hazard, which can be particularly onerous when outsourcing the monitoring and... View Details
Keywords: Crime and Corruption; Decision Choices and Conditions; Corporate Accountability; Governance Compliance; Policy; Management Practices and Processes; Demand and Consumers; Market Design; Market Entry and Exit; Market Transactions; Service Delivery; Service Operations; Business Processes; Organizational Structure; Performance Effectiveness; Performance Expectations; Practice; Transportation; Transportation Industry; Service Industry; United States; New York (state, US)
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Pierce, Lamar, and Michael W. Toffel. "The Role of Organizational Scope and Governance in Strengthening Private Monitoring." Organization Science 24, no. 5 (September–October 2013): 1558–1584. (Winner of the NBS Research Impact on Practice Award from the Academy of Management (AOM) and Network for Business Sustainability (NBS))
  • October 2001 (Revised November 2002)
  • Case

Herman Miller(B): Creating Innovation Streams

By: Sandra J. Sucher and Stacy McManus
In 1997, Mike Volkema faced the difficulty of attempting to revitalize a once dynamic organization. Volkema wondered how he could incorporate advances made within subsidiaries, such as Miller SQA's business model innovation, into the company as a whole while also... View Details
Keywords: Innovation and Invention; Innovation and Management; Product Design; Product Development; Product; Supply Chain Management; Business Model; Service Delivery; Customer Value and Value Chain; Manufacturing Industry; Consumer Products Industry
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Sucher, Sandra J., and Stacy McManus. "Herman Miller(B): Creating Innovation Streams." Harvard Business School Case 602-024, October 2001. (Revised November 2002.)
  • December 2010
  • Supplement

Rackspace Hosting (2000)

By: W. Earl Sasser, James L. Heskett and Tom Ryder
The leadership team of Rackspace, faced with accommodation of its service offering and dwindling financial reserves, decides to make customer focus the rallying cry of its new strategy. View Details
Keywords: Customer Focus and Relationships; Planning; Organizational Change and Adaptation; Service Delivery; Strategy; Finance; Information Technology Industry
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Sasser, W. Earl, James L. Heskett, and Tom Ryder. "Rackspace Hosting (2000)." Harvard Business School Video Supplement 811-701, December 2010.
  • August 2009
  • Case

Intuit

By: Frank V. Cespedes
This case study provides an overview of Intuit's growth and, in particular, the sales and service initiatives that historically fueled the company's growth from start-up to a corporation. It also outlines certain processes and cultural values, as well as specific... View Details
Keywords: Entrepreneurship; Product; Service Delivery; Business Processes; Organizational Culture; Sales; Business Strategy
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Cespedes, Frank V. "Intuit." Harvard Business School Case 810-018, August 2009.
  • May 2007 (Revised September 2007)
  • Case

Cleveland Clinic

By: Frances X. Frei, Amy C. Edmondson, Christine van Keuren and Eliot Sherman
Cleveland Clinic is consistently ranked among the nation's most eminent hospitals, and for decades has been a leader in pioneering cardiac care. This case evaluates the methods, processes, and personnel that the hospital has cultivated over the years in order to... View Details
Keywords: Health Care and Treatment; Medical Specialties; Innovation and Invention; Service Delivery; Expansion; Health Industry; Cleveland
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Frei, Frances X., Amy C. Edmondson, Christine van Keuren, and Eliot Sherman. "Cleveland Clinic." Harvard Business School Case 607-143, May 2007. (Revised September 2007.)
  • 17 Jun 2002
  • Research & Ideas

A Litmus Test for Entrepreneurs

geographic exclusivity he needed to offer them. On the cost front, he found that to tap cheap student labor, franchisees would have to supply delivery personnel with mopeds, because most Spanish students, unlike their American... View Details
Keywords: by Walter Kuemmerle
  • May 2008 (Revised September 2014)
  • Teaching Note

TD Canada Trust (A), (B), and (C)

By: Dennis Campbell
Keywords: Performance Evaluation; Banks and Banking; Mergers and Acquisitions; Customer Focus and Relationships; Profit; Balanced Scorecard; Service Delivery; Announcements; Compensation and Benefits; Canada
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Campbell, Dennis. "TD Canada Trust (A), (B), and (C)." Harvard Business School Teaching Note 108-076, May 2008. (Revised September 2014.)
  • 07 Jun 2010
  • Research & Ideas

Improving Brand Recognition in TV Ads

larger implication is in the delivery of any sort of undesirable news that an audience doesn't really want to hear. If you deliver it all at once, a person will tune out mentally. A better strategy would be to deliver the information bit... View Details
Keywords: by Julia Hanna; Media & Broadcasting; Entertainment & Recreation
  • 22 Jan 2013
  • First Look

First Look: Jan. 22

public research organizations, such as universities and hospitals, and private firms are an established policy tool around the world for the delivery of social or public services, and their use as a tool to foster the translation of basic... View Details
Keywords: Sean Silverthorne
  • 06 Dec 2011
  • First Look

First Look: Dec. 6

identity work, we reveal the gender dynamics involved in becoming a leader, offer a theoretical rationale for teaching leadership in women-only groups, and suggest design and delivery principles to increase the likelihood that women's... View Details
Keywords: Sean Silverthorne
  • 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
  • 11 Dec 2018
  • First Look

New Research and Ideas, December 11, 2018

investors. Purchase this case:https://hbsp.harvard.edu/product/818097-PDF-ENG Harvard Business School Case 818-055 Continuous Software Development: Agile's Successor In recent years, the twin software development methodologies of continuous View Details
Keywords: Dina Gerdeman
  • 02 Mar 2015
  • Research & Ideas

‘Retail Revolution’ Excerpt: The Scale of the Ecommerce Threat

forecasting can be more accurate and replenishment more timely, and thus markdowns, shrink costs, and working capital needs are reduced. Online fulfillment and home delivery also create traffic problems for brick-and-mortar retailers.... View Details
Keywords: Re: Rajiv Lal; Retail
  • 02 Apr 2013
  • First Look

First Look: April 2

being a pioneer of impact investing: the application of investment practices in the delivery of high impact social interventions, with the intent of providing positive financial returns to investors. Purchase this case:... View Details
Keywords: Sean Silverthorne
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