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Show Results For
- All HBS Web
(10,522)
- People (41)
- News (1,562)
- Research (7,329)
- Events (5)
- Multimedia (13)
- Faculty Publications (5,838)
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- November 2011
- Case
Comfort Class Transport: Does Customer Service Need an Overhaul?
By: Michael J Roberts and Paul E. Morrison
The general manager of a chauffeured limousine transport company is concerned about underperformance at the company's customer service call center. The eight-person call center handles almost all customer interaction including discussing company services with... View Details
Keywords: Capacity Utilization; Supply ＆ Demand; Operations Management; Customer Service; Management; Demand and Consumers; Service Operations; Order Taking and Fulfillment; Performance Capacity; Customer Satisfaction; Transportation Industry
Roberts, Michael J., and Paul E. Morrison. "Comfort Class Transport: Does Customer Service Need an Overhaul?" Harvard Business School Brief Case 114-374, November 2011.
- July 2000
- Background Note
Industry Transformation
By: Michael E. Porter and Jan W. Rivkin
One of the steepest challenges a strategist faces is to navigate his or her company through a period of industry transformation--an era of rapid and wholesale changes in industry structure. This note considers how periods of transformation typically unfold. It then... View Details
Keywords: Technological Innovation; Management; Management Practices and Processes; Industry Growth; Industry Structures; Strategy; Competitive Strategy; Corporate Strategy; Consulting Industry; Consulting Industry
Porter, Michael E., and Jan W. Rivkin. "Industry Transformation." Harvard Business School Background Note 701-008, July 2000.
- 02 May 2000
- Research & Ideas
Leading Professional Service Firms
motivated you and your HBS colleagues to develop a course specifically for leaders of professional service firms? Lorsch: Professional service firms represent an $80 billion View Details
- March 2022
- Case
In Data We Trust: Be Mobile Africa and Furthering Financial Inclusion Across the African Continent
By: Lauren Cohen, Grace Headinger and Pierre Marchesseault
To Cédric Jeannot, leveraging technology to promote financial inclusion was personal. After no established financial institution would accept his technology platform to lower transaction costs for free, Jeannot launched FinTech company Be Mobile Africa in May 2020.... View Details
Keywords: Finance; Fintech; Emerging Market; Fundraising; Financial Inclusion; Strategy; Expansion; Management; Entrepreneurship; Personal Finance; Corporate Social Responsibility and Impact; Growth and Development Strategy; Financial Services Industry; Financial Services Industry; Africa; Togo; Nigeria; Ghana
Cohen, Lauren, Grace Headinger, and Pierre Marchesseault. "In Data We Trust: Be Mobile Africa and Furthering Financial Inclusion Across the African Continent." Harvard Business School Case 222-073, March 2022.
- 1980
- Chapter
Measuring Consumer Satisfaction and Complaint Behavior: A Study of Financial Services and Insurance
By: J. Quelch and S. Ash
- June 1997
- Case
Olympic Financial Ltd.
By: Krishna G. Palepu and Sarayu Srinivasan
Olympic Financial is a sub-prime lender in the auto financing industry. Several other financing companies have been wrought with accounting fraud and business mismanagement. Olympic's debt has been downgraded, and its stock has been denigrated although the company is... View Details
Keywords: Business or Company Management; Crime and Corruption; Valuation; Financial Reporting; Credit; Financial Services Industry
Palepu, Krishna G., and Sarayu Srinivasan. "Olympic Financial Ltd." Harvard Business School Case 197-081, June 1997.
- December 2022
- Article
Does Industry Employment of Active Regulators Weaken Oversight?
By: Jonas Heese
I study whether industry employment of active regulators weakens oversight. To examine this question, I exploit that the Financial Reporting Enforcement Panel (FREP), the German capital-market regulator responsible for enforcing public firms’ compliance with accounting... View Details
Keywords: Conflict-of-interest Policies; Directorships; Enforcement Actions; Industry Employment; Self-regulatory Organizations; Governance Compliance; Governing and Advisory Boards; Policy; Conflict of Interests
Heese, Jonas. "Does Industry Employment of Active Regulators Weaken Oversight?" Management Science 68, no. 12 (December 2022): 9198–9218.
- November 2004
- Article
The Persistence of Customer Profitability: Empirical Evidence and Implications from a Financial Services Firm
By: Dennis Campbell and Frances X. Frei
Keywords: Customers; Markets; Information; Finance; Business Ventures; Profit; Financial Services Industry
Campbell, Dennis, and Frances X. Frei. "The Persistence of Customer Profitability: Empirical Evidence and Implications from a Financial Services Firm." Journal of Service Research 7, no. 2 (November 2004).
- August 2013
- Teaching Note
Seeking Alpha in the Afterlife: CMG Life Services and the Life Settlement Industry
By: Lauren Cohen
- 2012
- Other Unpublished Work
The Instrumental Value of Medical Leadership: Engaging Doctors in Improving Services
By: Richard Bohmer
This paper was commissioned to contribute to The King's Fund's 2012 review of leadership
and engagement. View Details
Keywords: Health Care; Service Quality; Quality; Leadership; Service Delivery; Health Care and Treatment; Health Industry
Bohmer, Richard. "The Instrumental Value of Medical Leadership: Engaging Doctors in Improving Services." King's Fund, London, England, May 2012.
- March 1993 (Revised April 1995)
- Case
IBM After-Sales Service
IBM has established a service delivery system to provide service and maintenance parts for its installed base of computers. The case outlines the competitive pressures IBM faces from alternative providers of maintenance services (e.g. other OEMs, third-party... View Details
Keywords: Service Delivery; Service Operations; Supply Chain; Supply Chain Management; Logistics; Operations; Distribution; Customer Focus and Relationships; Competitive Strategy; Computer Industry
Hammond, Janice H. "IBM After-Sales Service." Harvard Business School Case 693-001, March 1993. (Revised April 1995.)
- 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; Health Industry; United States
Higgins, Robert F. "Entrepreneurship in Healthcare IT Services (EHITS) Fall Term 2013: Course Outline and Syllabus." Harvard Business School Course Overview Note 814-022, August 2013. (Revised September 2013.)
- May 1998
- Case
Octane Service Station
By: David F. Hawkins
The owner of a gas station must prepare financial statements. View Details
Hawkins, David F. "Octane Service Station." Harvard Business School Case 198-059, May 1998.
- January 2001
- Background Note
Application Service Providers
By: Thomas R. Eisenmann and Sanjay Pothen
Examines the Application Service Provider (ASP) business model. First, defines the ASP model and describes different ways to categorize ASPs. Next, summarizes the various ways that ASPs create value for their clients. Then, analyzes the economic model for ASPs,... View Details
Eisenmann, Thomas R., and Sanjay Pothen. "Application Service Providers." Harvard Business School Background Note 801-310, January 2001.
- July 2014 (Revised November 2017)
- Course Overview Note
Entrepreneurship in Healthcare IT and Services (EHITS) Spring Term 2018: 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 spring of 2018. 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; Health Industry; United States
Higgins, Robert F. "Entrepreneurship in Healthcare IT and Services (EHITS) Spring Term 2018: Course Outline and Syllabus." Harvard Business School Course Overview Note 815-005, July 2014. (Revised November 2017.)
- 2014
- Case
Changhong: Journey to Shared Services
By: F. Warren McFarlan, Haiyan Zhang and Guo Jia
Founded in 1958 and headquartered in Mianyang - an emerging inland science and technology city in Sichuan Province, Changhong Electric Co., Ltd., started from the military industry. It then entered the color TV industry and subsequently expanded to a wide range of... View Details
McFarlan, F. Warren, Haiyan Zhang, and Guo Jia. "Changhong: Journey to Shared Services." Tsinghua University Case, 2014.
- June 2014
- Supplement
Financial Policy at Apple, 2013 (B)
By: Mihir Desai and Elizabeth A. Meyer
This case is meant to accompany Financial Policy at Apple, 2013 (A) and details the results of Apple's Q2 2013 earnings call. View Details
Keywords: Apple; Steve Jobs; Forecast; Forecasting; Forecasting And Prediction; Shareholder Activism; Share Repurchase; Dividends; Financial Ratios; Preferred Shares; Cash Distribution; Corporate Finance; Borrowing and Debt; Financial Management; Financial Strategy; Technology Industry; Technology Industry; United States; Republic of Ireland
Desai, Mihir, and Elizabeth A. Meyer. "Financial Policy at Apple, 2013 (B)." Harvard Business School Supplement 214-094, June 2014.
- February 1994
- Case
Fremont Financial Corporation
Fremont Financial is an asset-based lender to middle-market companies. The firm has three options to raise capital to finance its loan portfolio. Fremont can (1) extend its existing bank line of credit, (2) issue commercial paper through a special purpose-conduit, or... View Details
Sirri, Erik R., and Ann Zeitung. "Fremont Financial Corporation." Harvard Business School Case 294-054, February 1994.
- March 2001 (Revised May 2001)
- Case
&Samhoud Service Management
By: Thomas J. DeLong, Ashish Nanda and Monica Mullick
&Samhoud, a small service management consulting firm in the Netherlands, grapples with the dilemma of firing its largest client while introducing Heskett's theory of the service profit chain. View Details
Keywords: Mission and Purpose; Management Practices and Processes; Customer Focus and Relationships; Customer Relationship Management; Consulting Industry; Netherlands
DeLong, Thomas J., Ashish Nanda, and Monica Mullick. "&Samhoud Service Management." Harvard Business School Case 801-398, March 2001. (Revised May 2001.)
- 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
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
Pisano, Gary P., Francesca Gino, and Ruth Page. "Pal's Sudden Service (B)." Harvard Business School Multimedia/Video Supplement 917-701, June 2024.