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  • Article

Once More: How Do You Improve Customer Service?

By: Frank V. Cespedes
Keywords: Customers; Service Delivery
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  • 23 Jan 2012
  • Research & Ideas

Break Your Addiction to Service Heroes

good and bad should by driven by deep insight into who your customers are and what they need operationally. Someone has to pay for it. Service excellence must be funded in some way. You can find a palatable way to charge your customers... View Details
Keywords: by Deborah Blagg; Service
  • 31 Aug 2009
  • Research & Ideas

Why Competition May Not Improve Credit Rating Agencies

competition is really the right medicine. "Competition in the ratings industry has been increasing, and there have been calls for yet more competition. Whether competition is likely to reduce quality or improve it has been... View Details
Keywords: by Martha Lagace; Financial Services
  • 01 Jun 2009
  • News

Career Services Steps Up Alumni Support

the Alumni Career Services Web site (www.alumni.hbs.edu/careers) as a “career home base” because it serves as a clearinghouse of resources. It features the Alumni Job Bank; free access to eBaker, an online... View Details
Keywords: Margie Kelley; Educational Support Services; Educational Support Services
  • Spring 2019
  • Article

Fluid Teams and Knowledge Retrieval: Scaling Service Operations

By: Melissa A. Valentine, Tom Fangyun Tan, Bradley R. Staats and Amy C. Edmondson
To scale service operations requires retrieving knowledge across the organization. However, prior work highlights that individuals on the periphery of organizational knowledge networks may struggle to access useful knowledge at work. A knowledge repository has the... View Details
Keywords: Teaming; Teams; Groups and Teams; Knowledge Management; Service Delivery; Knowledge Use and Leverage
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  • 18 Aug 2011
  • Working Paper Summaries

Non-Audit Services and Financial Reporting Quality: Evidence from 1978-1980

Keywords: by Kevin Koh, Shivaram Rajgopal & Suraj Srinivasan; Accounting
  • Web

Research Staff Services - Faculty & Research

Research Services Research Staff Services 1ms As part of the Division of Research and Faculty Development (DRFD), Research Staff Services (RSS) provides research support... View Details
  • September 1985 (Revised July 2007)
  • Case

Population Services International: The Social Marketing Project in Bangladesh

By: V. Kasturi Rangan
Population Services International (PSI) was a not-for-profit agency founded to disseminate family planning information and to market birth control products, primarily in less developed countries seeking to curb their population explosions. In 1976, PSI concluded an... View Details
Keywords: Developing Countries and Economies; Health; Marketing Strategy; Social Marketing; Business and Government Relations; Nonprofit Organizations; Bangladesh
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  • Web

SAS/CONNECT - Research Computing Services

PC SAS version 9.3 or 9.4 to connect to SAS 9.2 on the server): Compute Services (CS) Remote Library Services (RLS) Give user access to all of the computing resources on the remote host. Give user access to... View Details
  • August 1988 (Revised September 1988)
  • Case

Productivity and Performance Systems: A Comparative Analysis of Northern Telecom and United Parcel Service

Explores the issue of measuring and improving service quality and productivity by examining the radically different approaches of Northern Telecom and United Parcel Service. View Details
Keywords: Management Practices and Processes; Performance Productivity; Performance Improvement; Performance Evaluation; Service Industry; United States
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  • Web

Data Storage - Research Computing Services

Compute Cluster and Data Storage Data Storage 3ms There are three different sets of storage locations that are available for research work, depending on the particular usage patterns, size consideration, and number of people involved in the work. These are the View Details
  • May 2018
  • Article

The Economics of Patient-Centered Care

By: Guy David, Philip Saynisch and Aaron Smith-McLallen
The Patient-Centered Medical Home (PCMH) is a widely-implemented model for improving primary care, emphasizing care coordination, information technology, and process improvements. However, its treatment as an undifferentiated intervention in policy evaluation obscures... View Details
Keywords: Primary Care; Accreditation; Patient-centered Medical Home; Health Care and Treatment; Economics
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  • May 2021
  • Supplement

Hello Alfred: Come Home Happy — Operating the Business Model Exercise, Instructor Version

By: Joseph B. Fuller and Christopher Payton
On a mission to "automate the on-demand economy," Harvard Business School classmates Marcela Sapone and Jessica Beck launched Hello Alfred in 2013 to provide subscribers with an "Alfred" to complete various chores for a monthly fee. In early 2016, the company has built... View Details
Keywords: Growth and Development Strategy; Internet and the Web; Business Startups; Service Operations; Mobile and Wireless Technology; Service Industry; New York (city, NY); Boston
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  • 2013
  • Article

Non-Audit Services and Financial Reporting Quality: Evidence from 1978–1980

By: Kevin Koh, Shiva Rajgopal and Suraj Srinivasan
We provide evidence for the long-standing concern on auditor conflicts of interest from providing non-audit services (NAS) to audit clients by using rarely explored NAS fee data from 1978 to 1980. Using this earlier setting, we find cross-sectional evidence of improved... View Details
Keywords: Conflict of Interests; Financial Reporting; Accounting Audits; Knowledge Dissemination; Quality; Corporate Disclosure; Motivation and Incentives
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  • Web

RCS Policies - Research Computing Services

backup policy, please contact the ESS group within HBS via a Service Now HBS IT ticket. Auto-sync services cannot be used with cloud-based file sharing services (e.g., DropBox)... View Details
  • Web

Managing Service Operations - Course Catalog

of the global economy, 80% of the U.S. GDP, and 86% of the jobs taken by last year’s graduating class of Harvard Business School MBAs. Managing Service Operations (MSO) teaches students how to effectively design, manage, and View Details
  • October 1993 (Revised July 1997)
  • Case

Measure of Delight: The Pursuit of Quality at AT&T Universal Card Services (A)

By: Roy D. Shapiro and Michael D. Watkins
AT&T's Universal Card Services (UCS) has been extremely successful during its short lifetime. Dedicated to improving service quality and customer satisfaction, chief quality officer Rob Davis and his quality team have designed and put into place an unusual measurement... View Details
Keywords: Customer Satisfaction; Policy; Compensation and Benefits; Performance Evaluation; Quality; System; Telecommunications Industry
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  • Web

Frequently Asked Questions - Research Computing Services

Help Frequently Asked Questions 2ms Accessing Our Services and Training Can I provide a research collaborator access to the HBSGrid? Non-HBS Collaborators of HBS faculty can gain access to the research computing grid by requesting a guest... View Details
  • 14 Apr 2017
  • News

How Airbnb's redesign aims to combat discrimination on the service

  • Research Summary

Ownership Qutotient: Putting the Service Profit Chain for Unbeatable Competitive Advantage

By: W. Earl Sasser

Professors Jim Heskett and Earl Sasser, in collaboration with Joe Wheeler have been examining cuatomer and employee ownership behaviors which have a profound impact on long term profit and growth. Their findings are published in Ownership Quotient:... View Details