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Show Results For
- All HBS Web
(6,105)
- People (20)
- News (810)
- Research (4,627)
- Events (2)
- Multimedia (5)
- Faculty Publications (3,835)
- 2015
- Case
Advanced Leadership Pathways: Mike Critelli and Dossia Service Corporation
By: Rosabeth Moss Kanter and Patricia Bissett Higgins
In 2010, Mark Critelli was a well-seasoned corporate executive who had recently transitioned from being the CEO of a Fortune 500 company to that of a startup called Dossia. As an AL Fellow, he knew that despite believing in Dossia’s mission to empower individuals with... View Details
Keywords: Health And Wellness; Health Care; Health Care Education; Health Care Entrepreneurship; Health Care Industry; Health Care Investment; Health Care Outcomes; Health Care Quality; Health Care Reform; Health Care Services; Health Costs; Preventive Care; Insurance Companies; Insurance Industry; Employee Compensation; Empoylee Wellness Programs; Patient Reported Outcome Measures; Patient Satisfaction; Data; Data Analytics; Entrepreneurs; Entrepreneurial Organizations; Entrepreneurial Ventures; Start-up; Leadership Skills; Disruptive Change; Health; Insurance; Employees; Leadership; Disruptive Innovation; Health Care and Treatment; Employment; Entrepreneurship; Business Startups; Information Technology; Analytics and Data Science; Health Industry; United States
Kanter, Rosabeth Moss, and Patricia Bissett Higgins. "Advanced Leadership Pathways: Mike Critelli and Dossia Service Corporation." Harvard Business Publishing Case 316-053, 2015. (Harvard Advanced Leadership Initiative.)
- 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
- February 1996
- Case
Indianopolis: Implementing Competition in City Services
By: William J. Bruns Jr. and Roger Atherton
Mayor Stephen Goldsmith of Indianapolis introduces competition to provide city services and implementation of new bidding procedures and work practices in the Department of Transportation. Exhibits show how work methods changed and work control procedures control work... View Details
Keywords: Competition; Business Strategy; Welfare; Transportation; Change; Cost Management; Service Industry
Bruns, William J., Jr., and Roger Atherton. "Indianopolis: Implementing Competition in City Services." Harvard Business School Case 196-099, February 1996.
- 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.
- 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.
- Article
Enfranchisement of Service Workers
By: Leonard A. Schlesinger and James Heskett
Enfranchisement is achieved through an integration of empowerment with methods of pay for performance. Evidence from Ito Yokado Group in Japan and Nordstrom in the US demonstrates the positive effects of enfranchisement. Successful efforts to enfranchise employees: 1.... View Details
Keywords: Motivation and Incentives; Franchise Ownership; Employees; Compensation and Benefits; Service Industry; Japan; United States
Schlesinger, Leonard A., and James Heskett. "Enfranchisement of Service Workers." California Management Review 33, no. 4 (Summer 1991).
- 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.)
- 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.)
- 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; Information Technology Industry; Information Technology Industry
Applegate, Lynda M., and Kristin Kohler. "eLance.com: Building a Professional Services Marketplace." Harvard Business School Case 801-224, October 2000. (Revised March 2001.)
- October 2002 (Revised April 2007)
- Case
Dell Computers (A): Field Service for Corporate Clients
By: Frances X. Frei, Amy C. Edmondson and Corey B. Hajim
Explores the highly successful PC and low-end server manufacturer's entry into the large-scale server market in the United States. A key difference of this new market is the intense service element required to support the larger hardware. Specifically, the industry... View Details
Keywords: Information Infrastructure; Customer Relationship Management; Job Cuts and Outsourcing; Service Operations; Business or Company Management; Emerging Markets; Problems and Challenges; Service Delivery; Computer Industry; United States
Frei, Frances X., Amy C. Edmondson, and Corey B. Hajim. "Dell Computers (A): Field Service for Corporate Clients." Harvard Business School Case 603-067, October 2002. (Revised April 2007.)
- July 1991 (Revised December 1993)
- Case
Grupo Industrial Alfa, S.A.--1982
The rapid depreciation of the peso in 1982 precipitated a crisis at Grupo Alfa, Mexico's largest private company. The company's peso cash flow was insufficient to service its large dollar-denominated debt. Students are asked to formulate a plan for restructuring Alfa's... View Details
Keywords: Currency Exchange Rate; Restructuring; Negotiation Participants; Business Strategy; Financial Crisis; Mexico
Fenster, Steven R. "Grupo Industrial Alfa, S.A.--1982." Harvard Business School Case 292-008, July 1991. (Revised December 1993.)
- 06 Apr 2021
- Cold Call Podcast
Disrupting the Waste Industry with Technology
Keywords: Re: Shai Benjamin Bernstein
- July 2007 (Revised October 2007)
- Teaching Note
PayPal Merchant Services (TN)
- October 1977 (Revised September 1983)
- Case
Colonial Food Services Co.
By: Michael Beer and James G. Clawson
The first case in a four-part case series which outlines the events leading up to a performance appraisal interview. Describes the background of the company. View Details
Beer, Michael, and James G. Clawson. "Colonial Food Services Co." Harvard Business School Case 478-005, October 1977. (Revised September 1983.)
- 1990
- Book
The Service Management Course
By: C. Hart, J. Heskett and W. E. Sasser Jr.
Hart, C., J. Heskett, and W. E. Sasser Jr. The Service Management Course. NY: Free Press, 1990.
- December 2005 (Revised October 2006)
- Case
Pharmacy Service Improvement at CVS (A)
CVS's retail pharmacy operations are functioning poorly and dissatisfying customers. Many customers are defecting as a result. A pharmacy service improvement team has documented the current prescription fulfillment process, its exception rates, and the problems... View Details
Keywords: Information Technology; Performance Improvement; Business Processes; Retail Industry; Retail Industry; United States
McAfee, Andrew P. "Pharmacy Service Improvement at CVS (A)." Harvard Business School Case 606-015, December 2005. (Revised October 2006.)
- 19 Feb 2018
- Sharpening Your Skills
Amazoned: Is Any Industry Safe?
discussion on health care management, experts looked to the retail industry as a possible model for delivering medical services more effectively. What's your take on Amazon? Share your thoughts in the reader... View Details
- March 2001 (Revised September 2005)
- Case
Madison Avenue: Digital Media Services (C)
By July 2000, Madison Avenue had experienced extraordinary growth in sales, employees, clients, and service offerings. From late 1999 to July 2000, the company had taken several initiatives to redesign its internal processes so that the firm could continue to grow,... View Details
Keywords: Service Operations; Digital Marketing; Product Development; Growth and Development Strategy; Advertising Industry
Spear, Steven J., and Anne Karshis. "Madison Avenue: Digital Media Services (C)." Harvard Business School Case 601-077, March 2001. (Revised September 2005.)
- 14 Sep 2015
- Research & Ideas
Rewriting the Rules of Service Competition
Editor's Note: Harvard Business School professors James Heskett, W. Earl Sasser, and Leonard A. Schlesinger literally wrote the book on service industry management with The View Details
- February 1988 (Revised August 2000)
- Background Note
Note on the U.S. Freight Transportation Industry
By: Janice H. Hammond and John E. P. Morrison
Describes the major modes of domestic freight transportation (motor carrier, rail, air, water, and pipelines). Examines the characteristics of the transportation service that each mode provides and discusses changes in the industry that have resulted from recent... View Details
Keywords: Change; Governing Rules, Regulations, and Reforms; Industry Structures; Logistics; Service Operations; Transportation; United States
Hammond, Janice H., and John E. P. Morrison. "Note on the U.S. Freight Transportation Industry." Harvard Business School Background Note 688-080, February 1988. (Revised August 2000.)