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Show Results For
- All HBS Web
(4,869)
- People (27)
- News (1,277)
- Research (2,755)
- Events (13)
- Multimedia (11)
- Faculty Publications (1,513)
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- 31 Mar 2022
- Op-Ed
Navigating the ‘Bermuda Triangle’ in Professional Services
If professional service leaders wish to scale up their enterprises, they must first answer a critical question: Why? How would scale provide an advantage for my firm? Scale can benefit a professional View Details
Keywords: by Ashish Nanda
- 17 Apr 2017
- Research Event
The Most Pressing Issues for Platform Providers in the Sharing Economy
there’s truly such a thing as a winner-take-all market. While a winner-take-all mentality is widespread among venture capitalists who fund startups, it is commonplace for customers to use multiple platforms in the same market. Farronato noted that in the ride-hailing... View Details
- November 1989 (Revised February 1992)
- Case
Ford Motor Co.: Dealer Sales and Service
Since Henry Ford founded Ford Motor Co., Ford vehicles have been sold and serviced the same way. By the late 1980s Ford began to consider making changes in its sales and service process. Two developments forced Ford to reconsider these processes. First, Ford found... View Details
Keywords: Organizational Change and Adaptation; Change Management; Distribution Channels; Customer Focus and Relationships; Service Industry; Service Industry; Service Industry; United States
Schlesinger, Leonard A. "Ford Motor Co.: Dealer Sales and Service." Harvard Business School Case 690-030, November 1989. (Revised February 1992.)
- July 2007 (Revised October 2007)
- Teaching Note
PayPal Merchant Services (TN)
- September 2018
- Case
ProdEng: Services for Oil & Gas Extraction
By: Frank V. Cespedes, Maria Fernanda Miguel and Mariana Cal
ProdEng is a venture created as part of a PE fund and provides oil field services in Argentina. In 2016, an industry-wide unforeseen oil and gas demand slump drove ProdEng’s average service rates down by more than 37%, with EBITDA margins falling from 50% to 24% in the... View Details
Cespedes, Frank V., Maria Fernanda Miguel, and Mariana Cal. "ProdEng: Services for Oil & Gas Extraction." Harvard Business School Case 819-003, September 2018.
- January 1992
- Case
Johnson & Johnson: Hospital Services
The main issue has to do with the lack of fit or incompatibility between the early environmental requirements for strategy and the cultural constraints on the organization. Describes the internal resistance to the proposed changes and top management's efforts to... View Details
Keywords: Organizational Structure; Organizational Culture; Management Systems; Environmental Sustainability; Conflict and Resolution
Pearson, Andrall E. "Johnson & Johnson: Hospital Services." Harvard Business School Case 392-050, January 1992.
- February 1996 (Revised November 2003)
- Case
Indianapolis: Activity-Based Costing of City Services (A)
By: Robert S. Kaplan
A new administration in the City of Indianapolis is initially determined to privatize many municipal services. Before taking this action, however, the city managers want to know the current cost of performing these services with the municipal workers. Existing... View Details
Keywords: Cost Management; Public Sector; Activity Based Costing and Management; Service Delivery; Privatization; City; Indianapolis
Kaplan, Robert S. "Indianapolis: Activity-Based Costing of City Services (A)." Harvard Business School Case 196-115, February 1996. (Revised November 2003.)
- 2014
- Article
Notes from the Search for Deep Indicators in Services
By: James L. Heskett
Much of the research in the service sector over the last four decades has concerned itself with the search for deep indicators that explain service performance. This paper provides a brief retrospective of some of this research and illustrates the directions that this... View Details
Heskett, James L. "Notes from the Search for Deep Indicators in Services." Journal of Service Management 25, no. 3 (2014): 298–309.
- 29 May 2001
- Research & Ideas
Howard Stevenson on the Lessons of the Internet Era
something," and identify ways to change the business. Also on the technology front, Stevenson urged companies to consider using hosting services and application service View Details
Keywords: by Sean Silverthorne
- August 1998 (Revised December 1998)
- Case
Wells Fargo Online Financial Services (B)
By: Robert S. Kaplan and Nicole Tempest
Describes how the Balanced Scorecard built by the Online Financial Services (OFS) group is used to select the highest-priority initiatives for the organization. Currently, initiatives arise continually throughout the organization, and management spends considerable... View Details
Keywords: Balanced Scorecard; Internet and the Web; Corporate Entrepreneurship; Corporate Strategy; Performance Evaluation; Finance; Change; Situation or Environment; Measurement and Metrics; Financial Services Industry; Financial Services Industry
Kaplan, Robert S., and Nicole Tempest. "Wells Fargo Online Financial Services (B)." Harvard Business School Case 199-019, August 1998. (Revised December 1998.)
- August 2019 (Revised February 2020)
- Teaching Note
Sidewalk Labs: Privacy in a City Built from the Internet Up
By: Leslie John and Mitch Weiss
Email mking@hbs.edu for a courtesy copy.
The case serves as a microcosm of issues of digital privacy: the availability of data – personal data in particular – has tremendous potential to improve people’s lives... View Details
The case serves as a microcosm of issues of digital privacy: the availability of data – personal data in particular – has tremendous potential to improve people’s lives... View Details
Keywords: Privacy; Privacy By Design; Privacy Regulation; Platforms; Data; Data Security; Behavioral Science; Analytics and Data Science; Safety; Entrepreneurship; Business and Government Relations; Consumer Behavior; Digital Platforms
John, Leslie, and Mitch Weiss. "Sidewalk Labs: Privacy in a City Built from the Internet Up." Harvard Business School Teaching Note 820-023, August 2019. (Revised February 2020.) (Email mking@hbs.edu for a courtesy copy.)
- 16 Feb 2010
- Research & Ideas
The Outside-In Approach to Customer Service
must be more profound and open-ended, with an intent not only to discover how your customers engage with your products or services but also to understand some of the broader parameters of the constraints they are facing in their own... View Details
- Research Summary
The Role of Information Technology in the Provision of Services
By: James I. Cash
James I. Cash, Jr. is exploring the role of information technology in service management. Specifically, he is studying the implications of the ubiquity of information technology at three levels in service-providing organizations. (In the United States today, service... View Details
- September 2017 (Revised December 2017)
- Case
Hulu: Redefining the Way People Experience TV
By: Henry W. McGee and Christine Snively
In May 2017, Hulu CEO Mike Hopkins announced the launch of Hulu Live TV, a new offering that would "change the way people experience TV." The new service would allow consumers to bypass traditional cable and satellite delivery and use the Internet to access live... View Details
Keywords: Television Industry; Internet; Television Entertainment; Internet and the Web; Disruptive Innovation; Competitive Strategy; Price; Media and Broadcasting Industry; Entertainment and Recreation Industry
McGee, Henry W., and Christine Snively. "Hulu: Redefining the Way People Experience TV." Harvard Business School Case 318-002, September 2017. (Revised December 2017.)
- 2008
- Working Paper
Economic Factors Underlying the Unbundling of Advertising Agency Services
By: Mohammad Arzaghi, Ernst R. Berndt, James C. Davis and Alvin J. Silk
This paper addresses a longstanding puzzle involving the unbundling of services that has occurredover more than two decades in the U.S. advertising agency industry: How can the shift from the bundling to the unbundling of services be explained and what accounts for the... View Details
Keywords: Transformation; Framework; Service Operations; Decisions; Relationships; Price; Diversification; Geography; Cost; Advertising Industry; United States
Arzaghi, Mohammad, Ernst R. Berndt, James C. Davis, and Alvin J. Silk. "Economic Factors Underlying the Unbundling of Advertising Agency Services." NBER Working Paper Series, No. 14345, September 2008.
- spring 1999
- Article
Building a Company on Internet Time: Lessons from Netscape
By: D. B. Yoffie and M. A. Cusumano
Yoffie, D. B., and M. A. Cusumano. "Building a Company on Internet Time: Lessons from Netscape." California Management Review 41, no. 3 (spring 1999): 8–28.
- November 1998 (Revised February 1999)
- Case
Bolsa de Valores de Guayaquil (BVG): Reaching Worldwide Investors Through the Internet
By: Lynda M. Applegate, Ramiro Montealegre, Dusya Vera and Karen Barone
The Guayaquil Stock Exchange developed a Web site to provide information about the market in Ecuador. Though the system provided some dynamic information for potential investors and allowed for some transactions to occur via the Internet, it had not at the time of the... View Details
Keywords: Stocks; Foreign Direct Investment; Emerging Markets; Internet; Technology Industry; Ecuador
Applegate, Lynda M., Ramiro Montealegre, Dusya Vera, and Karen Barone. "Bolsa de Valores de Guayaquil (BVG): Reaching Worldwide Investors Through the Internet." Harvard Business School Case 399-070, November 1998. (Revised February 1999.)
- December 12, 2023
- Article
Prices for Common Services at Quaternary vs Nonquaternary Hospitals
By: Brandon W. Yan, Maximilian J. Pany and Leemore S. Dafny
Using commercial health insurance claims data from 2017-2019, we assessed whether quaternary hospitals charged higher prices for common, unspecialized services also offered by nonquaternary hospitals. We found quaternary-hospital price premiums of 8.2 percent, on... View Details
Yan, Brandon W., Maximilian J. Pany, and Leemore S. Dafny. "Prices for Common Services at Quaternary vs Nonquaternary Hospitals." JAMA, the Journal of the American Medical Association 330, no. 22 (December 12, 2023): 2211–2213.
- January 2015
- Case
Marie Trellu-Kane at Unis-Cité: Establishing Youth Service in France
By: Julie Battilana, Michel Anteby and Anne-Claire Pache
Marie Trellu-Kane is trying to decide how Unis-Cité should respond to French President Jacques Chirac's announcement in 2005 of a new national voluntary civil service program. Since 1994, Trellu-Kane and her co-founders had been creating and overseeing a civil service... View Details
Keywords: Expansion; Leadership; Non-profit Management; Government And Business; Growth and Development Strategy; Organizational Design; Business and Community Relations; Business and Government Relations; Social Enterprise; Paris
Battilana, Julie, Michel Anteby, and Anne-Claire Pache. "Marie Trellu-Kane at Unis-Cité: Establishing Youth Service in France." Harvard Business School Case 415-035, January 2015.
- July 2021
- Article
Outsourcing Tasks Online: Matching Supply and Demand on Peer-to-Peer Internet Platforms
By: Zoë Cullen and Chiara Farronato
We study the growth of online peer-to-peer markets. Using data from TaskRabbit, an expanding marketplace for domestic tasks at the time of our study, we show that growth varies considerably across cities. To disentangle the potential drivers of growth, we look... View Details
Keywords: Two-sided Market; Two-sided Platforms; Peer-to-peer Markets; Platform Strategy; Sharing Economy; Platform Growth; Internet and the Web; Digital Platforms; Strategy; Market Design; Network Effects
Cullen, Zoë, and Chiara Farronato. "Outsourcing Tasks Online: Matching Supply and Demand on Peer-to-Peer Internet Platforms." Management Science 67, no. 7 (July 2021): 3985–4003.