Publications

September 2016
Supplement

Financial Services at Falabella (B)

By: C. Fritz Foley and Agustin M. Hurtado

Supplements the (A) case and provides an update describing choices Falabella made. View Details

Keywords: Consumer Credit; Financial Management; Corporate Strategy; Credit; Financial Institutions; Financial Services Industry

February 2001 (Revised February 2018)
Case

The iPremier Company (A): Distributed Denial of Service Attack

By: Robert D. Austin, Larry Leibrock and Alan Murray

Describes a new CIO trying to manage a denial of service (DOS) attack against his e-retailing business. The attack and its aftermath provide students an opportunity to discuss the business issues that are interwoven with computer security issues. View Details

Keywords: Safety; Internet and the Web; Applications and Software; Retail Industry

31 Mar 2022
News

Navigating the ‘Bermuda Triangle’ in Professional Services

2016
Working Paper

The Search for Peer Firms: When Do Crowds Provide Wisdom?

By: Charles M.C. Lee, Paul Ma and Charles C.Y. Wang

In knowledge-based economies, many business enterprises defy traditional industry boundaries. In this study, we evaluate six "big data" approaches to peer firm identifications and show that some, but not all, "wisdom-of-crowd" techniques perform exceptionally well. We... View Details

Keywords: Peer Firm; EDGAR Co-search; Analyst Co-coverage; Wisdom Of Crowds; Performance Benchmarking; Crowd Of Crowds; Internet and the Web; Accounting

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Managing Service Operations: Research resources for new service design

Where can I begin begin my research for the new service design exercise? The following are highly selected resources for MSO New Service Design exercise. Please contact Baker Library View Details

November 1989 (Revised February 1992)
Case

Ford Motor Co.: Dealer Sales and Service

By: Leonard A. Schlesinger

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

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

Keywords: by Carmen Nobel; Service

Article

Market Heterogeneity and Local Capacity Decisions in Services

By: Dennis Campbell and Frances X. Frei

We empirically document factors that influence how local operating managers use discretion to balance the tradeoff between service capacity costs and customer sensitivity to service time. Our findings, using data from one of the largest financial services providers in... View Details

Keywords: Customer Satisfaction; Cost; Standards; Service Delivery; Service Operations; Performance Capacity; Performance Productivity; Financial Services Industry; United States

Find at Harvard

16 May 2005
Research & Ideas

Confronting the Reality of Web Services

What's next for Web services? In his case summary "Will Web Services Really Transform Collaboration?" published in the Winter 2005 edition of MIT Sloan Management Review, HBS associate professor Andrew P. McAfee argues that the... View Details

Keywords: by Sara Grant

01 Jun 2001
News

Point, Click, Give: Internet Fuels Philanthropic Fundraising Revolution

Quick. What does the word “philanthropy” conjure up? Large foundations? Well-heeled patrons? Reams of direct mail? How about nimble start-ups, passionate entrepreneurs, and powerful technology? That’s the new world of philanthropy, one the View Details

Keywords: Anne Kavanagh; News, Library, Internet, and Other Services; News, Library, Internet, and Other Services

30 Oct 2015
News

Can Providers and Insurers Team Up to Fix Health Insurance?

Web

Nonprofit Board Service - Alumni

a board for the first time or to explore expanding your impact through continued board service? HBS is eager to help through our Career Coaching Program and the resources provided by the Social Enterprise Initiative. Career Coaches:... View Details

July 2007 (Revised October 2007)
Teaching Note

PayPal Merchant Services (TN)

By: Thomas R. Eisenmann

Keywords: Internet and the Web; Information Technology Industry

05 Sep 2018
News

Inside the World of Eddy Cue, Apple’s Services Chief

30 Sep 2020
Blog Post

Reflecting on my service

genesis of my public service comes from growing up on Long Island, where the September 11th attacks affected me intimately. Over forty people from my hometown were killed; my uncle survived only because of a timely smoke break. As an... View Details

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

Keywords: Pricing; Entrepreneurship; Sales; Marketing; Price; Strategy; Latin America; Argentina

01 Apr 1999
News

Alumni Career Services Update

alumni use "But the most valuable service we provide is to support the incredible willingness of alumni to help each other," says Gardella. The online alumni directory, for instance, allows alumni to search... View Details

Keywords: Eileen K. McCluskey

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