Publications

November 2014
Case

Citywide Building Services

By: Richard S. Ruback and Royce Yudkoff

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

19 Dec 2011
News

At Your Service

Web

RCP Terms of Service - Research Computing Services

Usage and Policies RCP Terms of Service 60ms Please note that the RCS Terms of Service differ for internal (HBS) users and external (non-HBS) users, i.e., guests. Internal User Agreement for the HBS Research... View Details

May 2000 (Revised August 2000)
Case

Service and Value in e-Commerce

This collection of readings illustrates the importance of service and logistics in e-commerce, focusing on e-Toys' disastrous 1999 holiday season. View Details

Keywords: Valuation; Internet and the Web; Service Operations; Logistics; Consumer Products Industry; Retail Industry; Entertainment and Recreation Industry

Web

HBSGrid Terms of Service - Research Computing Services

Usage and Policies HBSGrid Terms of Service 17ms To obtain access to Harvard Business School’s technology resources through Research Computing Services (RCS), you must acknowledge this agreement either... View Details

December 1994
Supplement

Prodigy Services Company (A)-- Supplement

By: Lynn S. Paine

Allows students to record their personal evaluations of the communications which gave rise to the controversy detailed in Prodigy Services Co. (A). View Details

Keywords: Information Technology Industry

March 2020 (Revised January 2022)
Case

Michelin: Building a Digital Service Platform

By: Sunil Gupta and Christian Godwin

Michelin, a tire company with over a century of experience, attempts to develop a digital service platform for its fleet and dealer customers. The case focuses on the challenges of bringing a large, well-established company into the digital age. Concerned about the... View Details

Keywords: Change; Transformation; Customer Focus and Relationships; Decision Making; Leading Change; Growth and Development; Strategy; Digital Platforms; Internet and the Web; Auto Industry; Travel Industry; Transportation Industry; United States; France

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

Keywords: Consolidation; Acquisition; Growth and Development Strategy; Service Industry

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

December 1987 (Revised September 1995)
Case

IDS Financial Services

Scarce managerial talent, sales force turnover, and client attrition were potential problems underlying IDS' disappointing performance at mid-year 1987. The marketing vice president had three potential "fixes": 1) increasing or decreasing the $35 million budget for... View Details

Keywords: Marketing Strategy; Salesforce Management; Performance Improvement; Financial Services Industry

October 2008 (Revised October 2009)
Case

Blink: The European Air-Taxi Service

By: William A. Sahlman and Jackie Donnelly Russell

This case describes a new venture that is about to launch a Pan-European air-taxi service in 2008. View Details

Keywords: Business Startups; Capital; Financing and Loans; Product Launch; Air Transportation Industry; Europe

June 1977
Case

Hasket Computer Services

1992
Other Teaching and Training Material

Achieving Breakthrough Service

By: Leonard A. Schlesinger, James Heskett and W. Earl Sasser

spring 2002
Article

Pricing Access Services

By: Skander Essegaier, Sunil Gupta and John Zhang

Keywords: Price

September 1988 (Revised April 1989)
Case

Government Services Co.

01 Sep 2022
News

Selling with Service

October 2000 (Revised March 2001)
Case

eLance.com: Building a Professional Services Marketplace

By: Lynda M. Applegate and Kristin Kohler

Launched as an eBay for services, eLance promises to leverage the capabilities of the Internet to not only change the way services are bought and sold, but change the fundamental dynamics of the global economy. Building on theories posited in the HBR article by Tim... View Details

Keywords: Entrepreneurship; Technological Innovation; Job Search; Business or Company Management; Growth and Development Strategy; Business Strategy; Competitive Strategy; Web Sites; Service Industry; Service Industry