Skip to Main Content
HBS Home
  • About
  • Academic Programs
  • Alumni
  • Faculty & Research
  • Baker Library
  • Giving
  • Harvard Business Review
  • Initiatives
  • News
  • Recruit
  • Map / Directions
Faculty & Research
  • Faculty
  • Research
  • Featured Topics
  • Academic Units
  • …→
  • Harvard Business School→
  • Faculty & Research→
  • Research
    • Research
    • Publications
    • Global Research Centers
    • Case Development
    • Initiatives & Projects
    • Research Services
    • Seminars & Conferences
    →
  • Publications→

Publications

Publications

Filter Results: (1,758) Arrow Down
Filter Results: (1,758) Arrow Down Arrow Up

Show Results For

  • All HBS Web  (1,758)
    • People  (1)
    • News  (263)
    • Research  (1,205)
    • Events  (4)
    • Multimedia  (22)
  • Faculty Publications  (935)

Show Results For

  • All HBS Web  (1,758)
    • People  (1)
    • News  (263)
    • Research  (1,205)
    • Events  (4)
    • Multimedia  (22)
  • Faculty Publications  (935)
← Page 56 of 1,758 Results →
  • 2025
  • Working Paper

Expert Patients’ Use of Avoidable Health Care

By: Amitabh Chandra, Pragya Kakani and Simone Matecna
We measure whether expert patients – those trained as physicians and nurses – have fewer emergency department visits and the reasons for these differences. Relative to similar patients physicians and nurses had 19.8% and 5.1% fewer ED visits, principally due to fewer... View Details
Keywords: Health Care and Treatment; Service Delivery; Health Industry
Citation
Find at Harvard
Register to Read
Related
Chandra, Amitabh, Pragya Kakani, and Simone Matecna. "Expert Patients’ Use of Avoidable Health Care." NBER Working Paper Series, No. 33573, March 2025.
  • 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
Citation
Find at Harvard
Purchase
Related
Heskett, James L., W. Earl Sasser, and Leonard A. Schlesinger. What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms. Oakland, CA: Berrett-Koehler Publishers, 2015.
  • November 2001 (Revised January 2002)
  • Case

OSI Group

By: Ray A. Goldberg and Hal Hogan
Discusses the challenges facing a global food service supplier and the company's ability to partner with major customers, such as McDonald's. View Details
Keywords: Problems and Challenges; Food; Globalization; Service Delivery; Partners and Partnerships; Service Operations; Customers
Citation
Educators
Purchase
Related
Goldberg, Ray A., and Hal Hogan. "OSI Group." Harvard Business School Case 902-408, November 2001. (Revised January 2002.)
  • 19 Feb 2019
  • First Look

New Research and Ideas, February 19, 2019

https://www.hbs.edu/faculty/Pages/item.aspx?num=55632 forthcoming Organizational Behavior and Human Decision Processes Active Choice, Implicit Defaults, and the Incentive to Choose By: Beshears, John, James J. Choi, David Laibson, and Brigitte C. Madrian Abstract—... View Details
Keywords: Sean Silverthorne
  • 2014
  • Working Paper

The Diseconomies of Queue Pooling: An Empirical Investigation of Emergency Department Length of Stay

By: Hummy Song, Anita L. Tucker and Karen L. Murrell
We conduct an empirical investigation of the impact of queue management on patients' average wait time and length of stay (LOS). Using an Emergency Department's (ED) patient-level data from 2007 to 2010, we find that patients' average wait time and LOS are longer when... View Details
Keywords: Pooling; Queue Management; Strategic Servers; Social Loafing; Empirical Operations; Health Care; Fairness; Management Practices and Processes; Service Delivery; Health Care and Treatment; Health Industry
Citation
Read Now
Related
Song, Hummy, Anita L. Tucker, and Karen L. Murrell. "The Diseconomies of Queue Pooling: An Empirical Investigation of Emergency Department Length of Stay." Working Paper. (October 2014.)
  • Article

How Much Is a Reduction of Your Customers' Wait Worth? An Empirical Study of the Fast-Food Drive-Thru Industry Based on Structural Estimation Methods

In many service industries, companies compete with each other on the basis of the waiting time their customers experience, along with other strategic instruments such as the price they charge for their service. The objective of this paper is to conduct an empirical... View Details
Keywords: Customer Satisfaction; Price; Service Delivery; Mathematical Methods; Competition; Food and Beverage Industry; Service Industry
Citation
Find at Harvard
Related
Allon, Gad, Awi Federgruen, and Margaret P. Pierson. "How Much Is a Reduction of Your Customers' Wait Worth? An Empirical Study of the Fast-Food Drive-Thru Industry Based on Structural Estimation Methods ." Manufacturing & Service Operations Management 13, no. 4 (Fall 2011).
  • Web

Benefits | Information Technology

classroom experience, even if you’re half a world away. Collaborative thought partners are standing by The HBS IT team combines world-class technical know-how and deep program delivery expertise to make every HBS Live Online Classroom... View Details
  • 01 Feb 2002
  • News

Health Industry Alumni Convene for Conference

"Financing Health-Care Delivery and Innovation"; two case studies, led by HBS assistant professors Richard Bohmer and Henry Chesbrough, that examined patients' rights in the context of other industry imperatives; and a session on health... View Details
Keywords: Ambulatory Health Care Services; Health, Social Assistance
  • November 2001 (Revised October 2017)
  • Supplement

Store24 (B): Service Quality and Employee Skills

By: Frances X. Frei and Dennis Campbell
Supplements the (A) case. View Details
Keywords: Customer Satisfaction; Employees; Service Delivery; Retail Industry
Citation
Purchase
Related
Frei, Frances X., and Dennis Campbell. "Store24 (B): Service Quality and Employee Skills." Harvard Business School Supplement 602-097, November 2001. (Revised October 2017.)
  • 05 Dec 2019
  • Blog Post

Addressing Unmet Needs in Health Care Using an MBA

No one can convey the impact of an MBA from Harvard Business School better than our alumni. And, when it comes to a career health care, there are a multitude of paths that one can choose. From care delivery and insurance to life sciences... View Details
  • Profile

Laura Mackay

(e.g., new delivery models, digital health, etc.) is front and center. The level of access to thought leaders in the community and alumni network, as well as to entrepreneurs and established companies driving the latest insights and... View Details
Keywords: Health Care; Technology
  • 01 Oct 1996
  • News

"Service-Profit Chain" Links Members of Service Management Unit

strategic and general management issues facing service organizations as well as the management of service in manufacturing companies. The multidisciplinary unit focuses on three functions critical to the effective delivery of service:... View Details
Keywords: Susan Young
  • March 2007 (Revised August 2007)
  • Supplement

Dell Computers (B): The Transition

By: Frances X. Frei and Christine van Keuren
The case presents the outcome of the (A) case and explores challenges in the PC industry up to early 2007. Michael Dell's return as CEO is also discussed. View Details
Keywords: Customer Relationship Management; Managerial Roles; Service Delivery; Service Operations; Hardware; Technology Industry
Citation
Purchase
Related
Frei, Frances X., and Christine van Keuren. "Dell Computers (B): The Transition." Harvard Business School Supplement 607-081, March 2007. (Revised August 2007.)
  • May 2003
  • Module Note

Building Capabilities for Experimentation, Learning, and Prototyping

By: Stefan H. Thomke
Describes the conceptual foundations and pedagogy for a module on managing experimentation, learning, and prototyping in the development of products and services. Can also be used as part of a more general course on Managing Technology and Innovation. Shows how... View Details
Keywords: Service Delivery; Product Development; Learning; Technological Innovation; Information Technology; Management
Citation
Purchase
Related
Thomke, Stefan H. "Building Capabilities for Experimentation, Learning, and Prototyping." Harvard Business School Module Note 603-089, May 2003.
  • July 2000 (Revised May 2002)
  • Case

Gateway: Moving Beyond the Box

By: Frances X. Frei, Youngme E. Moon and Hanna Rodriguez-Farrar
Gateway has opened retail stores to differentiate itself from its competitors (e.g., Dell). Describes how the company has created an excellent service experience, but has struggled financially as a result. View Details
Keywords: Transition; Change Management; Valuation; Service Operations; Service Delivery; Distribution Channels; Computer Industry; Electronics Industry; United States
Citation
Educators
Purchase
Related
Frei, Frances X., Youngme E. Moon, and Hanna Rodriguez-Farrar. "Gateway: Moving Beyond the Box." Harvard Business School Case 601-038, July 2000. (Revised May 2002.)
  • August 17, 2016
  • Article

How a Cancer Center Rapidly Developed Patient-Centered Outcome Measures

By: Kevin P. Shah, Tracy E. Spinks and Thomas W. Feeley
In 2014, The University of Texas MD Anderson Cancer Center created a streamlined process for developing measure sets for patient-centered outcomes, including provider-generated and patient-reported outcomes, at an accelerated pace. These comprehensive sets are... View Details
Keywords: Information Technology; Measurement and Metrics; Quality; Service Delivery; Health Care and Treatment; Health Industry; Texas
Citation
Read Now
Related
Shah, Kevin P., Tracy E. Spinks, and Thomas W. Feeley. "How a Cancer Center Rapidly Developed Patient-Centered Outcome Measures." NEJM Catalyst (August 17, 2016).
  • Profile

Michael Farias

situations." Becoming involved in issues of access and efficiencies Michael turned his interests into action, becoming one of the organizers behind the student-run website improvehealthcare.org, an outlet dedicated to exploring quality, access, and disparity... View Details
  • 25 May 2018
  • Working Paper Summaries

Trust and Disintermediation: Evidence from an Online Freelance Marketplace

Keywords: by Grace Gu and Feng Zhu; Service
  • 29 Oct 2024
  • Cold Call Podcast

Can a Coffee Shop in Utah Help Solve Underemployment for People with Disabilities?

Keywords: Re: Richard S. Ruback
  • Profile

Jason Sanders

to extend our influence beyond individual departments to improve the overall delivery of care at the institutional and even regional levels." For Jason, that meant complementing his MD with an MBA at Harvard Business School, and... View Details
  • ←
  • 56
  • 57
  • …
  • 87
  • 88
  • →
ǁ
Campus Map
Harvard Business School
Soldiers Field
Boston, MA 02163
→Map & Directions
→More Contact Information
  • Make a Gift
  • Site Map
  • Jobs
  • Harvard University
  • Trademarks
  • Policies
  • Accessibility
  • Digital Accessibility
Copyright © President & Fellows of Harvard College.