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Show Results For
- All HBS Web
(6,136)
- People (20)
- News (810)
- Research (4,669)
- Events (2)
- Multimedia (5)
- Faculty Publications (3,878)
- July 2003 (Revised October 2018)
- Case
Starbucks: Delivering Customer Service
By: Youngme Moon and John Quelch
Starbucks, the dominant specialty-coffee brand in North America, must respond to recent market research indicating that the company is not meeting customer expectations in terms of service. To increase customer satisfaction, the company is debating a plan that would... View Details
Keywords: Customer Focus and Relationships; Customer Satisfaction; Profit; Recruitment; Marketing Strategy; Service Operations; Performance Improvement; Planning; Food and Beverage Industry
Moon, Youngme, and John Quelch. "Starbucks: Delivering Customer Service." Harvard Business School Case 504-016, July 2003. (Revised October 2018.)
- Fast Answer
Managing Service Operations: Research resources for new service design
Where can I begin begin my research for the new service design exercise? The following are highly selected resources for MSO New Service Design exercise. Please contact Baker Library 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.
- March 1988 (Revised September 1993)
- Case
United Services Automobile Association (USAA)
Under the leadership of Robert F. McDermott, USAA has been transformed from a property and casualty insurance company with $200 million in assets in the late 1960s to a $11 billion financial services empire in 1988. The case illustrates the value of having a CEO drive... View Details
Keywords: Business or Company Management; Leadership; Information Technology; Financial Services Industry; Financial Services Industry; United States
Vitale, Michael R. "United Services Automobile Association (USAA)." Harvard Business School Case 188-102, March 1988. (Revised September 1993.)
- November 2011
- Teaching Note
Comfort Class Transport: Does Customer Service Need an Overhaul? (Brief Case)
By: Michael J. Roberts and Paul E. Morrison
Teaching Note for Product #4377. View Details
- May 1991 (Revised March 2018)
- Teaching Note
Automation Consulting Services
By: Robert Simons
Teaching Note for 190-053 View Details
- October 1999
- Case
Dispatch Management Services
By: William A. Sahlman, Michael J. Roberts and Matthew C. Lieb
Keywords: Distribution Industry
Sahlman, William A., Michael J. Roberts, and Matthew C. Lieb. "Dispatch Management Services." Harvard Business School Case 800-017, October 1999.
- Winter 2014
- Article
Does Service Bundling Reduce Churn?
By: Jeff Prince and Shane Greenstein
We examine whether bundling in telecommunications services reduces churn using a series of large, independent cross sections of household decisions. To identify the effect of bundling, we construct a pseudo-panel dataset and utilize a linear, dynamic panel-data model,... View Details
Keywords: Communication Technology; Customer Satisfaction; Product Marketing; Telecommunications Industry
Prince, Jeff, and Shane Greenstein. "Does Service Bundling Reduce Churn?" Journal of Economics & Management Strategy 23, no. 4 (Winter 2014): 839–875.
- September 2016
- Case
Financial Services at Falabella (A)
By: C. Fritz Foley and Agustin M. Hurtado
In 2010, the board and senior management team of Falabella, a leading retailer with operations throughout Latin America, faced choices about what to do with its financial services division. More than 4.5 million customers had CMR credit cards that could be used in... View Details
Keywords: Consumer Credit; Financial Institutions; Personal Finance; Financial Management; Financial Strategy; Corporate Strategy; Banking Industry; Banking Industry; Latin America; Chile; Argentina; Colombia; Peru
Foley, C. Fritz, and Agustin M. Hurtado. "Financial Services at Falabella (A)." Harvard Business School Case 217-016, September 2016.
- May 2002
- Case
Mellon Investor Services
By: Thomas J. DeLong
James Aramanda, head of Mellon Investor Services, must decide how to change the focus of his business. He works with consultants to create a change strategy to enhance a business that is already doing well. Will he be able to interest his professionals in changing the... View Details
Keywords: Organizational Change and Adaptation; Change Management; Innovation Leadership; Growth and Development Strategy; Business Strategy; Management Teams; Financial Services Industry; Financial Services Industry; United States
DeLong, Thomas J. "Mellon Investor Services." Harvard Business School Case 402-036, May 2002.
- December 1998
- Case
Retail Financial Services in 1998: First Union
By: Stephen P. Bradley and Takia Mahmood
Provides an overview of First Union'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 following... 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: First Union." Harvard Business School Case 799-054, December 1998.
- 10 Jun 2002
- Research & Ideas
Reinventing the Industrial Giant
products and combine them into solutions. As services grow to sizeable proportions, treat them as an independent business rather than as an adjunct to the industrial core. While it is important to have... View Details
- August 2004 (Revised April 2005)
- Case
MK Taxi: Private Chauffeur Service
MK Taxi Tokyo has developed a system to allow customers to use their mobile phones to find and contact the cab closest to them, bypassing the dispatch center. The system, called the Private Chauffeur Service (PCS), makes use of NTT's i-mode service, which essentially... View Details
Keywords: Information Technology; Entrepreneurship; Customer Focus and Relationships; Transportation; Mobile and Wireless Technology; Transportation Industry; Transportation Industry; Tokyo
McAfee, Andrew P. "MK Taxi: Private Chauffeur Service." Harvard Business School Case 605-029, August 2004. (Revised April 2005.)
- 2002
- Report
Integrate to Innovate: The Determinants of Success in Developing and Deploying New Services in the Communications Industry
By: Michael Raynor and C. M. Christensen
- November 1989 (Revised April 2018)
- Case
Automation Consulting Services
By: Robert Simons and Hilary Weston
Illustrates the management control challenges that are associated with rapid growth and geographic expansion. Situated at an offsite Executive Committee Retreat. The three founding partners of a specialized consulting firm are grappling with several difficult questions... View Details
Keywords: Geographic Location; Governance Controls; Policy; Growth and Development Strategy; Management Teams; Expansion; Consulting Industry
Simons, Robert, and Hilary Weston. "Automation Consulting Services." Harvard Business School Case 190-053, November 1989. (Revised April 2018.)
- April 2008 (Revised April 2010)
- Background Note
The Hedge Fund Industry
This note describes the hedge fund industry as of the end of the year 2007. View Details
Fruhan, William E., Jr. "The Hedge Fund Industry." Harvard Business School Background Note 208-126, April 2008. (Revised April 2010.)
- April 2002
- Background Note
Consolidation of Highly Fragmented Service Industries, The
Designed to familiarize students with the consolidation of highly fragmented labor-dependent service industries, offering insights into service firm growth and the ways services can, and cannot, increase their efficiency and effectiveness. Two frameworks are presented... View Details
Hallowell, Roger H. "Consolidation of Highly Fragmented Service Industries, The." Harvard Business School Background Note 802-192, April 2002.
- September 1999 (Revised November 2002)
- Background Note
Indian Software Industry in 2002, The
The Indian software industry, growing at more than 50% per annum and largely dependent on exports of services and products, is one of the few industries in that country considered to be globally competitive. This note allows a discussion of the uses and limits of... View Details
Keywords: Geographic Location; Competition; Applications and Software; Globalization; Information Technology Industry; India
Ghemawat, Pankaj. "Indian Software Industry in 2002, The." Harvard Business School Background Note 700-036, September 1999. (Revised November 2002.)
- September 1996 (Revised March 2002)
- Case
Bishay Industries
By: David F. Hawkins and Norman Bartczak
A bankrupt company has a turnaround plan. Students are asked to predict whether it will be successful. View Details
Keywords: Insolvency and Bankruptcy; Business Plan; Goals and Objectives; Strategic Planning; Business Strategy; Cash Flow; Mathematical Methods; Financial Services Industry
Hawkins, David F., and Norman Bartczak. "Bishay Industries." Harvard Business School Case 197-024, September 1996. (Revised March 2002.)
- 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
Emmons, Willis, and Robin A. Prager. "The Effects of Market Structure and Ownership on Prices and Service Offerings in the Cable Television Industry." RAND Journal of Economics 28, no. 4 (winter 1997): 732–750.