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  • 04 Apr 2011
  • Research & Ideas

Attention Medical Shoppers: What Health Care Can Learn from Walmart and Amazon

and counting, according to research—that the human body can fail. "The delivery of health care is arguably the delivery of 13,360 different service lines, town by town, of anyone who needs care,"... View Details
Keywords: by Carmen Nobel; Health
  • 12 Oct 1999
  • Research & Ideas

Rapid Response: Inside the Retailing Revolution

get what they wanted. Choices were more limited, delivery time was measured in months, and warehouses were typically piled high with mountains of expensive inventory—often comprised of too many unpopular products and too few hot sellers.... View Details
Keywords: by James E. Aisner; Apparel & Accessories; Fashion; Consumer Products; Manufacturing; Retail
  • 14 Feb 2005
  • Research & Ideas

The World in Your Palm?

desirable, several panelists ventured. "In our lifetime we will not see a single device that will represent all devices for everything we do," said Rich Miner, vice president of Advanced Service Delivery for London-based telecom... View Details
Keywords: by Sean Silverthorne
  • 01 Jan 2005
  • News

Rahul Bajaj, MBA 1964

supply-chain management, turning to outsourcing for almost every component used on the assembly line and relying on just-in-time deliveries several times a day. "We went through the difficult process of winnowing our major suppliers from... View Details
  • February 2025
  • Article

Improving Customer Compatibility with Tradeoff Transparency

By: Ryan W. Buell and MoonSoo Choi
Through a large-scale field experiment with 393,036 customers considering opening a credit card account with a nationwide retail bank, we investigate how providing transparency into an offering’s tradeoffs affects subsequent rates of customer acquisition and long-run... View Details
Keywords: Transparency; Customer Selection; Customer Compatibility; Retention; Service Operations; Service Delivery; Marketing Strategy; Marketing Communications; Customer Focus and Relationships; Customer Satisfaction; Banking Industry; Australia
Related
  • August 2021
  • Teaching Note

Fair Park Covid-19 Mass Vaccination Site (A) and (B)

By: Willy Shih
Teaching Note for HBS Case Nos. 622-003 and 622-004. View Details
Keywords: Operations Improvement; Operations And Processes; Toyota Production System; Operations; Service Operations; Health Pandemics; Service Delivery; Problems and Challenges; Goals and Objectives; Measurement and Metrics; Health Industry; United States
Related
  • February 2015
  • Supplement

MedCath Corporation (C)

By: Regina E. Herzlinger, Kevin Schulman and F. Fallon Upke
MedCath is a horizontally integrated chain of heart hospitals that partners with local cardiologists. It claims that its focus leads to better and cheaper results than those of an everything-for-everybody general hospital. Community hospitals generally vehemently... View Details
Keywords: Medical Specialties; Market Entry and Exit; Service Delivery; Conflict and Resolution; Horizontal Integration; Health Industry
Related
  • December 2012
  • Case

Delwarca Software Remote Support Unit

By: Roy D. Shapiro and Paul E. Morrison
Delwarca Software provides business software to large corporate clients around the world. The firm serves customers who prefer to assemble corporate solutions using a combination of software programs from various suppliers rather than implementing a single enterprise... View Details
Keywords: Service Operations; Service Delivery; Mathematical Methods; Applications and Software; Problems and Challenges; Customer Satisfaction; Information Technology Industry
Related
  • September 2002 (Revised January 2013)
  • Case

MedCath Corporation (A)

By: Regina E. Herzlinger and Pete Stavros
MedCath is a horizontally integrated chain of heart hospitals that partners with local cardiologists. It claims that its focus leads to better and cheaper results than those of an everything-for-everybody general hospital. Community hospitals generally vehemently... View Details
Keywords: Medical Specialties; Market Entry and Exit; Service Delivery; Conflict and Resolution; Horizontal Integration; Health Industry
Related
  • 23 Sep 2014
  • First Look

First Look: September 23

714-510 Health City Cayman Islands Narayana Health (NH) had been successfully delivering affordable high quality tertiary care to the masses in India through its chain of hospitals for over a decade. To encourage the adoption of the NH affordable care View Details
Keywords: Sean Silverthorne
  • 2005
  • Book

Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers

By: Jeffrey F. Rayport and Bernard J. Jaworski
Keywords: Technology; Digital; Services; Strategy; Internet and the Web; Service Delivery; Marketing
Related
  • 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
Related
  • 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
Related
  • 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
Related
  • 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
Related
  • 07 Aug 2018
  • First Look

New Research and Ideas, August 8, 2018

entire cycle of acute pain medicine delivery for these patients. TDABC was used to identify possible improvements in personnel allocation, workflow changes, and epidural placement location and to model the cost savings of those... View Details
Keywords: by Sean Silverthorne
  • 13 Jun 2017
  • First Look

First Look at New Research and Ideas, June 13

organization of these elements can vary across markets and can vary in terms of the different roles of the public and private sector in financing and delivery of health care services. Overall, the framework provides an opportunity for a... View Details
Keywords: Sean Silverthorne
  • 24 Sep 2007
  • Research & Ideas

The FDA: What Will the Next 100 Years Bring?

technologies together are pushing people to take an increasingly active role in managing their own health records. So the project will explore the relationship between, on the one hand, new technologies for predicting future disease and for capturing, recording, and... View Details
Keywords: by Sean Silverthorne; Biotechnology; Consumer Products; Food & Beverage; Health
  • 21 Aug 2000
  • Research & Ideas

Faculty Research Looks to Latin America

between the service delivery process, human resources and marketing policy, and on how these factors interact to affect service quality. Current research, with Professor Fernando Suarez: "Learning to Compete: Stages in the... View Details
Keywords: by Martha Lagace
  • 14 Apr 2021
  • Research & Ideas

The High Cost of the Slow COVID Vaccine Rollout

months of the pandemic writing about marketplace design tactics that could provide support—for example, by leveraging delivery marketplaces to bring food to the elderly or by distributing hand sanitizer more equitably. Kominers joined... View Details
Keywords: by Michael Blanding; Health