Publications

May 2010
Teaching Note

INSEAD (TN)

By: Srikant M. Datar and David A. Garvin

Teaching Note for [308009]. View Details

Keywords: Globalization; Curriculum and Courses; Business Education; Service Delivery; Education Industry; Asia; Europe

January 2003 (Revised September 2004)
Case

Consulting by Auditors (B): The Compromise and its Fallout

By: Ashish Nanda

This case tracks the evolution from October 2000 to July 2001 of public debate, regulatory decisions, and firm perspectives on the subject of consulting by accounting firms. View Details

Keywords: Conflict of Interests; Service Delivery; Accounting Industry; Consulting Industry

April 2000 (Revised June 2000)
Case

Everdream

Silicon Valley start-up Everdream wants to turn the provision of PCs to small business into a turnkey service including excellent 24/7 support. This case explores what this will take by focusing on the question of what, if anything, Everdream can guarantee. View Details

Keywords: Service Delivery; Information Infrastructure; Business Startups; Computer Industry; Service Industry; California

September 1996 (Revised June 1997)
Case

QVC, Inc.

By: Jeffrey F. Rayport

Illustrates the "Service Profit Chain" in action. QVC, whose initials stand for Quality, Value,, and Convenience, demonstrates clearly how a strong customer focus can lead to establishing a strong franchise in the retail sector and a highly profitable business whose... View Details

Keywords: Customer Relationship Management; Service Delivery; Retail Industry; United States

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

Web

Shared Value Initiative - Institute For Strategy And Competitiveness

Delivery Project The Institute for Cancer Care Innovation MOC Network ICIC U.S. Cluster Mapping Project U.S. Competitiveness Project FSG Shared Value Initiative Social Progress Imperative AllWorld Network Shared Value Initiative Shared... View Details

03 Aug 2017
Blog Post

“I Can Acquire Important Skills, But Also Gain the Big Picture Perspective of a Founder.”

opportunity – and I was very excited that it did.” Rahil’s Immersion morphed into an offer to return for the summer. Bocadio, a gourmet food delivery startup modeled on Munchery in the U.S., “offered me exactly what I was looking for: a... View Details

Keywords: Entrepreneurship

2014
Article

Notes from the Search for Deep Indicators in Services

By: James L. Heskett

Much of the research in the service sector over the last four decades has concerned itself with the search for deep indicators that explain service performance. This paper provides a brief retrospective of some of this research and illustrates the directions that this... View Details

Keywords: Service Delivery; Organizational Culture; Performance; Service Industry

1995
Book

Concurrent Marketing: Integrating Product, Sales, and Service

By: Frank V. Cespedes

Keywords: Marketing; Product; Sales; Service Delivery

September 2016 (Revised August 2018)
Supplement

United Airlines: More Out-and-Back Flying?: Case Supplement #1

By: Ryan W. Buell, Willy C. Shih and Michael W. Toffel

This spreadsheet supplement accompanies 617-010 United Airlines: More Out-and-Back Flying? and is intended to provide students with an opportunity to apply analysis concepts with real operational data. View Details

Keywords: Service; Service Excellence; Service Management; Operating Systems; Operational Complexity; Operational Disruptions; Operational Efficiency; Operational Focus; Air Transportation; Operations; Service Operations; Service Delivery; Air Transportation Industry; United States

September 2000
Background Note

Professional Services Module One: Introduction to the Challenges Facing PSFs

By: Thomas J. DeLong, Ashish Nanda and Scot H. Landry

This initial module was meant to clarify how the course would be useful to students who would be starting PSFs, working for them as an employee or contractor, managing them, or hiring them from the client side. View Details

Keywords: Entrepreneurship; Selection and Staffing; Management; Service Delivery; Service Industry

October 1988 (Revised March 1989)
Case

Florida Power Light Quality Improvement (QI) Story Exercise (A)

Florida Power and Light (FPL) has developed a widely acclaimed quality improvement program (QIP). This exercise leads the students through the process that a division of FPL utilized in an attempt to "improve service." Specifically, the process requires students to... View Details

Keywords: Quality; Service Delivery; Performance Improvement; Business Processes; Utilities Industry; Florida

01 Dec 2020
News

Digital Health Care: Empowering Consumers

See more from the online-only December Alumni Bulletin Impact section’s exploration of how the digital revolution has improved health care delivery and discovery. Digital Transformation of Health Care See more from the online-only... View Details

Keywords: April White

25 Aug 2022
News

Vision: To Go-Go

conventional restos by dealing strictly in virtual brands that rely on “ghost” or “cloud” kitchens, that is, standalone cooking facilities that lack physical dining spaces and serve customers exclusively through delivery apps. A single... View Details

Keywords: Alexander Gelfand; entrepreneurship; foodtech; startup; Latin America

Article

Can Big-Box Retailers Provide Local Health Care?

By: Robert S. Huckman

National retailers, most notably Walmart and Best Buy, are making big bets on their ability to fill this need for local health care. At first glance, these moves are a bit surprising given that these companies have not traditionally been focused on health care... View Details

Keywords: Health Care and Treatment; Service Delivery; Local Range; Retail Industry; Health Industry

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2016
Working Paper

Cohort Turnover and Operational Performance: The July Phenomenon in Teaching Hospitals

By: Hummy Song, Robert S. Huckman and Jason R. Barro

We consider the impact of cohort turnover—the planned simultaneous exit of a large number of experienced employees and a similarly sized entry of new workers—on operational performance in the context of teaching hospitals. Specifically, we examine the impact of the... View Details

Keywords: Health Care; Health Care Operations; Hospitals; Productivity; Empirical Operations; Service Delivery; Training; Performance Productivity; Health Care and Treatment; Health Industry; United States

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Article

Team Scaffolds: How Mesolevel Structures Enable Role-based Coordination in Temporary Groups

By: M. Valentine and A. C. Edmondson

This paper shows how meso-level structures support effective coordination in temporary groups. Prior research on coordination in temporary groups describes how roles encode individual responsibilities so that coordination between relative strangers is possible. We... View Details

Keywords: Fluid Personnel; Team Scaffolds; Team Effectiveness; Role-based Coordination; Multi-method; Service Delivery; Organizational Structure; Groups and Teams; Performance Efficiency