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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

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

Keywords: by James Heskett, W. Earl Sasser & Leonard A. Schlesinger; Retail

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

January 2012 (Revised March 2013)
Case

Ctrip: Scientifically Managing Travel Services

By: David A. Garvin and Nancy Hua Dai

Ctrip is a $437 million Chinese on-line travel services company with a scientific, data driven approach to management. The case explores Ctrip's founding and early growth, its expansion into multiple market segments including hotel reservations, air ticketing, leisure... View Details

Keywords: Scientific Management; Data-driven Management; Management; Expansion; Business Growth and Maturation; Market Entry and Exit; Mathematical Methods; Business Processes; Information Management; Travel Industry; China

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

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

February 1997
Teaching Note

Bishay Industries TN

By: David F. Hawkins and Norman Bartczak

Teaching Note for (9-197-024). View Details

Keywords: Financial Services Industry

July 2007 (Revised October 2007)
Teaching Note

PayPal Merchant Services (TN)

By: Thomas R. Eisenmann

Keywords: Internet and the Web; Information Technology Industry

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

Keywords: Performance Evaluation; Food and Beverage Industry

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

February 2004 (Revised March 2004)
Background Note

Profitability Drivers in Professional Service Firms

By: Ashish Nanda

This case presents a simple model of the drivers of profitability in a professional service partnership and conducts an empirical exploration of the determinants of profitability among AmLaw 100 firms over the period 1994 to 1999. View Details

Keywords: Profitability; Model; Profit; Partners and Partnerships; Law; Service Industry

August 2000 (Revised June 2001)
Case

Fsas: Fujitsu Support and Service Inc.

Fsas was created as a spinoff subsidiary of Fujitsu to service PC networks. As the company succeeded, it became listed on Japan's stock exchange--second tier. Now the Internet is causing Fsas to decide how to structure itself again. Should it spinoff a new company? View Details

Keywords: Business Subsidiaries; Internet; Business Growth and Maturation; Innovation and Invention; Information Technology Industry; Japan

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June 2001 (Revised September 2005)
Case

Madison Avenue: Digital Media Services (B)

In late 1999, Madison Avenue was experiencing phenomenal growth in sales, clients, employees, and services provided. The stress and strain on the firm's employees was considerable and threatened to jeopardize the high-quality, active-ad management for which the firm... View Details

Keywords: Organizational Change and Adaptation; Growth Management; Service Operations; Digital Marketing; Business Processes; Advertising Industry

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

March 2006
Background Note

Influencing Customer Behavior in Service Operations

By: Frances X. Frei and Amy C. Edmondson

Explores ways in which service firms can influence the behavior of their customers. Drawing from research on employee motivation and applying it to customer motivation, the note describes two levels of managerial control: instrumental control, which shapes behavior... View Details

Keywords: Customers; Governance Controls; Consumer Behavior; Service Operations; Emotions; Motivation and Incentives; Power and Influence; Service Industry

January 2004 (Revised May 2004)
Background Note

Strategy and Positioning in Professional Service Firms

By: Ashish Nanda

This case provides a definition of strategy, distinguishes between corporate and practice strategy, and discusses how and why developing and implementing strategy for professional service firms is different from developing and implementing strategy for commercial... View Details

Keywords: Corporate Strategy; Service Industry

April 2008 (Revised October 2008)
Supplement

TD Canada Trust (C): Translating the Service Model to Service Operations

By: Dennis Campbell and Brent Kazan

Keywords: Banks and Banking; Business Model; Service Operations; Banking Industry; Canada

April 1975 (Revised May 1993)
Case

New Hampshire-Vermont Hospitalization Service

By: Regina E. Herzlinger

Keywords: Health Industry; New Hampshire; Vermont

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September 2001
Teaching Note

&Samhoud Service Management TN

By: Ashish Nanda, Thomas J. DeLong and Ying Liu

Teaching Note for (9-801-398). View Details

Keywords: Consulting Industry; Netherlands

December 1981
Case

Singapore Bus Service Ltd.

By: F. Warren McFarlan

Keywords: Transportation Industry; Singapore

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