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Show Results For
- All HBS Web
(7,253)
- People (50)
- News (2,612)
- Research (3,484)
- Events (12)
- Multimedia (13)
- Faculty Publications (1,851)
- 16 Feb 2010
- Research & Ideas
The Outside-In Approach to Customer Service
rather than focus simply on products and sales. And Gulati's research, including interviews with 500 executives spanning industries and geographies, asserts that outside-in success is not confined to any one sector. "I see the move toward customer-centricity View Details
- 18 Jul 2016
- Blog Post
Coming to HBS after Military Service
I had the opportunity to pursue a childhood dream of working as a ski instructor in Vail, Colorado - as well as... View Details
- 29 Apr 2002
- Research & Ideas
Star Power! How to Win in Professional Services
Limits To Leadership Being the chief executive of any company is a demanding job. Carrying out the responsibilities of a CEO in a professional View Details
Keywords: by Jay W. Lorsch & Thomas J. Tierney
- 2016
- Working Paper
Operations in the On-Demand Economy: Staffing Services with Self-Scheduling Capacity
By: Itai Gurvich, Martin Lariviere and Antonio Moreno
Motivated by recent innovations in service delivery such as ride-sharing services and work-from-home call centers, we study capacity management when workers self-schedule. Our service provider chooses capacity to maximize its profit (revenue from served customers minus... View Details
Keywords: Strategic Servers; On-demand Economy; Independent Capacity; Distributed Systems; Uber; Service Operations; Performance Capacity
Gurvich, Itai, Martin Lariviere, and Antonio Moreno. "Operations in the On-Demand Economy: Staffing Services with Self-Scheduling Capacity." Working Paper, June 2016.
- 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.
- April 2012
- Case
Pret A Manger
By: Frances X. Frei, Rick Goldberg and Stephanie van Sice
Pret A Manger, a London-based chain of sandwich shops, was known for its fast, genuine service and pre-packaged sandwiches prepared on-site daily. Instructed by its board to grow at 15 percent per year, Pret considered opening "twin" shops in locations too small to... View Details
Keywords: Customer Service Excellence; Growth Planning And Management; Employee Performance Management; Information Management; Production Planning; Employee Attitude Development And Empowerment; Employee Retention; Leadership Development And Career Planning; Service Delivery; Growth and Development Strategy; Business Model; Innovation and Invention; Employees; Performance; London
Frei, Frances X., Rick Goldberg, and Stephanie van Sice. "Pret A Manger." Harvard Business School Case 612-033, April 2012.
- Web
Online Requests - Research Computing Services
(HBS affiliates only) This form allows you to request changes to an existing project space on our HBSGrid cluster storage, such as adding additional individuals to the space and/or increasing the size of the space. RCS will obtain... View Details
- Web
Logging In - Research Computing Services
persons accessing sensitive systems use two-factor authentication as a part of their login process. Pulse Secure VPN Software Installation and Set-Up Persons with HBS-issued desktops and laptops may already... View Details
- Article
The Electrified Future Is Shared: Mobility Services and Electrification's Pace, Shape
By: Jurgen Weiss
The article examines the potential impacts of new mobility services such as ride sharing and ride hailing on the speed and depth of electrification of personal transportation. The article explores how a shift of transportation towards shared mobility services might... View Details
Keywords: Mobility; Electric Vehicle; Autonomous Vehicles; Electricity Demand; Energy; Transportation Industry; Auto Industry; Energy Industry
Weiss, Jurgen. "The Electrified Future Is Shared: Mobility Services and Electrification's Pace, Shape." Public Utilities Fortnightly PUF 2.0 (February 15, 2018).
- 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.)
- Web
Training Materials - Research Computing Services
Training Training Materials 14ms Research Computing Services offers training on a wide range of topics. Whether you are looking to review a training workshop you attended or... View Details
- Web
SAS/CONNECT - Research Computing Services
Software Tools SAS/CONNECT 19ms SAS/CONNECT is an application that allows you to connect a SAS session running on your desktop to SAS on the HBSGrid. SAS/CONNECT offers two types of services, which both use desktop SAS Windows View Details
- December 2004 (Revised April 2006)
- Case
Managing Diversity at Cityside Financial Services
By: Robin J. Ely and Ingrid Vargas
Cityside Financial Services, a disguised consumer bank, serves both a largely African-American urban community and a more affluent, predominantly white clientele. To match the gender and racial makeup of its staff to that of its customers, Cityside's sales division... View Details
Keywords: Selection and Staffing; Situation or Environment; Race; Employees; Gender; Customer Satisfaction; Diversity; Cross-Cultural and Cross-Border Issues; Banks and Banking; Banking Industry
Ely, Robin J., and Ingrid Vargas. "Managing Diversity at Cityside Financial Services." Harvard Business School Case 405-047, December 2004. (Revised April 2006.)
- Web
Contact Us - Research Computing Services
resources , see our online forms . Troubleshooting Submit this form, email research@hbs.edu , or call 617.495.6100 . Please use the 5 W's (who, what, where, when, and why) as a guideline in describing your... View Details
- 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... View Details
What Professional Service Firms Must Do to Thrive
During times of economic turbulence, consulting, law, and accounting firms often start offering services and taking on clients they really shouldn’t, just to keep the lights on. This path is perilous. If a firm’s practices have a diffuse mix of clients and unclear... View Details
- 01 Dec 2015
- News
Research Brief: What Makes a Mobile Money Service Thrive in an Emerging Market?
Ishan Sachdev (MBA 2013) Since 2009, more than 80 mobile money services have popped up in emerging markets to offer financial services to the millions of people who have a cell... View Details
Keywords: Erin Peterson
- Web
Running Jobs - Research Computing Services
of the compute cluster. Using the Program Application Center to start an application with a run script is an example of running a batch job. Monitoring Jobs & Troubleshoting Monitoring the progress of your... View Details
- 24 Sep 2014
- Op-Ed
Stop Thinking of Climate Change as a Religious or Political Issue
You sometimes hear people say things like, "I believe in global warming" or "I don't believe in climate change." It seems odd to approach climate change in this way, as though it were a question of belief, like religion. Most of the time when we confront uncertainty in... View Details