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Show Results For
- All HBS Web
(3,342)
- People (3)
- News (748)
- Research (2,182)
- Events (10)
- Multimedia (9)
- Faculty Publications (1,104)
- March 2001 (Revised September 2005)
- Case
Madison Avenue: Digital Media Services (C)
By July 2000, Madison Avenue had experienced extraordinary growth in sales, employees, clients, and service offerings. From late 1999 to July 2000, the company had taken several initiatives to redesign its internal processes so that the firm could continue to grow,... View Details
Keywords: Service Operations; Digital Marketing; Product Development; Growth and Development Strategy; Advertising Industry
Spear, Steven J., and Anne Karshis. "Madison Avenue: Digital Media Services (C)." Harvard Business School Case 601-077, March 2001. (Revised September 2005.)
- 01 Feb 2000
- News
Financial Services 24/7
compete in this brave new world. The transformation ignited by the Internet is creating a new paradigm in the financial services industry, characterized by surprising business structures. "The competitive... View Details
Keywords: Susan Young
- 01 Aug 2002
- News
Service Leadership Fellows
The School's inaugural group of Service Leadership Fellows gathered for a Class Day breakfast celebration. For students interested in working in social enterprises after graduation, the new program matches them with nonprofit and... View Details
- 2010
- Mimeo
Fight or Flight? The Threat of Specialty Competition and the Service Offerings of General Hospitals
By: Robert S. Huckman and Jonathan T. Kolstad
- 22 Oct 2007
- Research & Ideas
Bringing ‘Lean’ Principles to Service Industries
Thanks to the pioneering success of Toyota, the concept of a "lean" operating system has been implemented in countless manufacturing companies and even adapted for industries as diverse as insurance and healthcare. With its focus on standardization, View Details
- December 1998
- Background Note
Retail Financial Services in 1998
By: Stephen P. Bradley and Takia Mahmood
Provides an overview of the current restructuring that is taking place in the retail financial services industry. Provides a brief overview of the structural changes in banking, brokerage, insurance, and mutual funds. Used as background for examining the strategies of... View Details
Keywords: Economic Sectors; Economy; Financial Institutions; Financial Markets; Industry Growth; Strategy; Competitive Strategy; Financial Services Industry; Financial Services Industry
Bradley, Stephen P., and Takia Mahmood. "Retail Financial Services in 1998." Harvard Business School Background Note 799-051, December 1998.
- 2011
- Chapter
Health Care Applications: From Hospitals to Physicians, from Productive Efficiency to Quality Frontiers
By: Jon Chilingerian and H. David Sherman
This chapter focuses on health-care applications of DEA. The paper begins with a brief history of health applications and discusses some of the models and the motivation behind the applications. Using DEA to develop quality frontiers in health services is offered as a... View Details
Keywords: Data Envelopment Analysis; Physicians; Hospitals; HMOs; Frontier Analysis; Efficiency; Health Care and Treatment; Performance; Quality
Chilingerian, Jon, and H. David Sherman. "Health Care Applications: From Hospitals to Physicians, from Productive Efficiency to Quality Frontiers." Chap. 16 in Handbook on Data Envelopment Analysis. 2nd edition Vol. 164, edited by William W. Cooper, Lawrence M. Seiford, and Joe Zhu, 445–493. International Series in Operations Research & Management Science. New York, NY: Springer, 2011.
- December 2016
- Article
Health Care Needs Real Competition
By: Leemore S. Dafny and Thomas H. Lee
The U.S. health care system is inefficient, unreliable, and crushingly expensive. There is no shortage of proposed solutions, but central to the best of them is the idea that health care needs more competition. In other sectors, competition improves quality and... View Details
Dafny, Leemore S., and Thomas H. Lee. "Health Care Needs Real Competition." Harvard Business Review 94, no. 12 (December 2016): 76–87.
- December 2022
- Article
When and How Should Firms Differentiate? Quality and Advertising Decisions in a Duopoly
By: Dominique Olié Lauga, Elie Ofek and Zsolt Katona
A prominent hallmark of competitive interaction is the desire to differentiate from rivals. In this article, the authors examine under what conditions firms will differentiate through product quality versus advertising intensity. Firms select quality in a first stage,... View Details
Lauga, Dominique Olié, Elie Ofek, and Zsolt Katona. "When and How Should Firms Differentiate? Quality and Advertising Decisions in a Duopoly." Journal of Marketing Research (JMR) 59, no. 2 (December 2022): 1252–1265.
- 2024
- Working Paper
The Operational Impact of Customer Location in On-Demand Services
By: Natalie Epstein, Santiago Gallino and Antonio Moreno
The rapid growth of on-demand delivery services, particularly in the food and grocery sectors, has driven the expansion of hyperlocal fulfillment centers (FCs). This paper uses data from an on-demand grocery delivery platform in Latin America to assess how customer... View Details
Keywords: Consumer Behavior; Logistics; Geographic Location; Service Delivery; Quality; Retail Industry; Latin America
Epstein, Natalie, Santiago Gallino, and Antonio Moreno. "The Operational Impact of Customer Location in On-Demand Services." Working Paper, September 2024.
- 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
Hart, Christopher. "Florida Power Light Quality Improvement (QI) Story Exercise (A)." Harvard Business School Case 689-041, October 1988. (Revised March 1989.)
- 30 Mar 2015
- News
Raising the bar to provide quality education
After cofounding a nonprofit to establish academy schools for low-income children in London, England, Jennifer Moses (MBA 1989) is working to provide quality education for disadvantaged children in California. She and her husband, Ron... View Details
- Fast Answer
Reshaping Competition
Where can I find resources for my Reshaping Competition paper? Company Research: Capital IQ: Database by provider detailed company information (financials, market performance, deals and developments) as well as a variety of... View Details
- December 1998
- Case
Retail Financial Services in 1998: Travelers
By: Stephen P. Bradley and Takia Mahmood
Provides an overview of Travelers Group's current strategy for retail financial services. Retail Financial Services in 1998 should be given to all students as background material. The class should then be split into groups, with each group receiving one of the... View Details
Keywords: Investment Funds; Management Analysis, Tools, and Techniques; Industry Structures; Competition; Competitive Strategy; Financial Services Industry
Bradley, Stephen P., and Takia Mahmood. "Retail Financial Services in 1998: Travelers." Harvard Business School Case 799-056, December 1998.
- Web
Drivers of Competitiveness - Institute For Strategy And Competitiveness
HOW, NOT WHAT It is not what a location competes in that determines its prosperity, but how productively it competes. What Determines Competitiveness? Microeconomics Competitiveness Quality of the Business... View Details
- December 2002
- Other Article
The Competitive Advantage of Corporate Philanthropy
By: Michael E. Porter and Mark R. Kramer
When it comes to philanthropy, executives increasingly see themselves as caught between critics demanding ever higher levels of "corporate social responsibility" and investors applying pressure to maximize short-term profits. Increasingly, philanthropy is used as a... View Details
Keywords: Strategy
Porter, Michael E., and Mark R. Kramer. "The Competitive Advantage of Corporate Philanthropy." Harvard Business Review 80, no. 12 (December 2002): 56–69.
- November 1989 (Revised January 1990)
- Case
Paul Revere Insurance Co. (C): Competing For the Baldrige Award--The Malcolm Baldrige National Quality Award Exercise
The Malcolm Baldrige National Quality Award requires firms to submit applications that conform to a rigorous quality-assessment system. This case consists of several parts of a service company's 1988 Baldrige application together with material from the Malcolm Baldrige... View Details
Hart, Christopher. "Paul Revere Insurance Co. (C): Competing For the Baldrige Award--The Malcolm Baldrige National Quality Award Exercise." Harvard Business School Case 690-002, November 1989. (Revised January 1990.)
- 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
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.)
- July – August 2009
- Article
Restoring American Competitiveness
By: Gary P. Pisano and Willy C. Shih
For decades, U.S. companies have been outsourcing manufacturing in the belief that it held no competitive advantage. That's been a disaster, maintain Harvard professors Pisano and Shih, because today's low-value manufacturing operations hold the seeds of tomorrow's... View Details
Keywords: Competitive Advantage; Value; Production; Innovation and Invention; Product Development; Government and Politics; Social Issues; Management Practices and Processes; Investment; Research and Development; Job Cuts and Outsourcing; Competency and Skills; Service Industry; United States
Pisano, Gary P., and Willy C. Shih. "Restoring American Competitiveness." Harvard Business Review 87, nos. 7-8 (July–August 2009). (Winner of McKinsey Award. First Place For the best articles published each year in the Harvard Business Review presented by McKinsey & Company.)
- 2013
- Article
How Concentrated Is the U.S. Advertising and Marketing Services Industry? Myth vs. Reality
By: Alvin J. Silk and Charles King III
We analyze changes in concentration levels in the U.S. Advertising and Marketing Services industry using data from the U.S. Census Bureau's quinquennial Economic Census and the Service Annual Survey. These data, heretofore largely ignored, allow us to redress some of... View Details
Keywords: Concentration Levels; Data; U.S. Census Bureau’s Quinquennial Economic Census And The Service Annual Survey; Measurement Problems; Herfindahl-Hirschman Index; Concentration Ratios; Advertising; Advertising Industry; North and Central America
Silk, Alvin J., and Charles King III. "How Concentrated Is the U.S. Advertising and Marketing Services Industry? Myth vs. Reality." Journal of Current Issues & Research in Advertising 34, no. 1 (2013): 166–193.