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  • All HBS Web  (6,811)
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  • All HBS Web  (6,811)
    • People  (21)
    • News  (934)
    • Research  (5,108)
    • Events  (4)
    • Multimedia  (7)
  • Faculty Publications  (4,086)
← Page 8 of 6,811 Results →
  • 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
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Hallowell, Roger H. "Consolidation of Highly Fragmented Service Industries, The." Harvard Business School Background Note 802-192, April 2002.
  • 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
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Simons, Robert, and Hilary Weston. "Automation Consulting Services." Harvard Business School Case 190-053, November 1989. (Revised April 2018.)
  • February 2000
  • Case

E2M Health Services

By: Richard M.J. Bohmer and Naomi Atkins
Outlines the growth of an innovative diabetes disease management organization from 1994-99. Having demonstrated the success of their model in managing diabetes populations in Texas and New York State, the CEO and president must decide the future strategy of the company... View Details
Keywords: Business Model; Customer Focus and Relationships; Decision Choices and Conditions; Financial Markets; Revenue; Innovation and Invention; Business or Company Management; Marketing Strategy; Internet; Health Industry
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Bohmer, Richard M.J., and Naomi Atkins. "E2M Health Services." Harvard Business School Case 600-077, February 2000.
  • July 2018
  • Teaching Note

Ron Johnson: A Career in Retail

By: Ryan Raffaelli
In April 2013, Ron Johnson (HBS '84) stepped down after just 18 months as CEO of J.C. Penney. In his brief tenure, Johnson, an acclaimed retailer respected for his innovation and success in shaping the retail image at Target and Apple, introduced dramatic departures... View Details
Keywords: Leadership; Leadership Development; Legal Industry; Procurement; Professional Service Firms; Pricing; Competition; Organizational Behavior; Change Management; Innovation Leadership; Situation or Environment; Failure; Management Teams; Brands and Branding; Retail Industry; United States
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Raffaelli, Ryan. "Ron Johnson: A Career in Retail." Harvard Business School Teaching Note 419-010, July 2018.
  • 03 Feb 2016
  • Research & Ideas

The State of Customer Service Leadership

largely in the hands of those who lead our service organizations. It’s natural that we would look to leaders in the service sector for the same cutting-edge practices that we used to find being implemented... View Details
Keywords: by Jim Aisner; Retail
  • 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
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Applegate, Lynda M., and Kristin Kohler. "eLance.com: Building a Professional Services Marketplace." Harvard Business School Case 801-224, October 2000. (Revised March 2001.)
  • 06 Apr 2021
  • Cold Call Podcast

Disrupting the Waste Industry with Technology

Keywords: Re: Shai Benjamin Bernstein
  • 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
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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 2003 (Revised April 2011)
  • Case

Singapore Airlines: Customer Service Innovation

By: Rohit Deshpande and Hal Hogan
The members of Singapore Airlines' (SIA) management committee needs to decide whether to cancel the implementation of the new lie-flat seats in business class after the effects of the global recession on the travel industry in September 2001. SIA was considered the... View Details
Keywords: Customer Focus and Relationships; Economic Slowdown and Stagnation; Management Teams; Brands and Branding; Air Transportation Industry; Air Transportation Industry; Singapore
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Deshpande, Rohit, and Hal Hogan. "Singapore Airlines: Customer Service Innovation." Harvard Business School Case 504-025, July 2003. (Revised April 2011.)
  • 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
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Bruns, William J., Jr., and Roger Atherton. "Indianopolis: Implementing Competition in City Services." Harvard Business School Case 196-099, February 1996.
  • 2014
  • Teaching Note

Changhong: Journey to Shared Services (TN)

By: F. Warren McFarlan, Haiyan Zhang and Guo Jia
Founded in 1958 and headquartered in Mianyang - an emerging inland science and technology city in Sichuan Province, Changhong Electric Co., Ltd., started from the military industry. It then entered the color TV industry and subsequently expanded to a wide range of... View Details
Keywords: China; Appliances; Finance & Insurance; China
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McFarlan, F. Warren, Haiyan Zhang, and Guo Jia. "Changhong: Journey to Shared Services (TN)." Tsinghua University Teaching Note, 2014.
  • 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
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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.)
  • 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
Keywords: Integration; Innovation and Management; Service Operations; Success; Communications Industry
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Raynor, Michael, and C. M. Christensen. "Integrate to Innovate: The Determinants of Success in Developing and Deploying New Services in the Communications Industry." Report Series, Deloitte Research, May 2002.
  • September 2010
  • Article

Making Self-Regulation More Than Merely Symbolic: The Critical Role of the Legal Environment

By: Jodi L. Short and Michael W. Toffel
Using data from a sample of U.S. industrial facilities subject to the federal Clean Air Act from 1993 to 2003, this article theorizes and tests the conditions under which organizations' symbolic commitments to self-regulate are particularly likely to result in improved... View Details
Keywords: Adoption; Code Law; Environmental Sustainability; Governing Rules, Regulations, and Reforms; Organizations; Governance Compliance; Strategy; Motivation and Incentives; United States
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Short, Jodi L., and Michael W. Toffel. "Making Self-Regulation More Than Merely Symbolic: The Critical Role of the Legal Environment." Administrative Science Quarterly 55, no. 3 (September 2010): 361–396. (Lead article; Featured in the Stanford Social Innovation Review (Summer 2011) and in Behind the scenes of the Administrative Science Quarterly.)
  • 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
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Schlesinger, Leonard A., and James Heskett. "Enfranchisement of Service Workers." California Management Review 33, no. 4 (Summer 1991).
  • 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
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Spear, Steven J., and Anne Karshis. "Madison Avenue: Digital Media Services (C)." Harvard Business School Case 601-077, March 2001. (Revised September 2005.)
  • spring 1978
  • Article

Reflections on Women and the Legal Profession: A Sociological Perspective

By: R. M. Kanter
Keywords: Law; Jobs and Positions; Gender; Science; Legal Services Industry
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Kanter, R. M. "Reflections on Women and the Legal Profession: A Sociological Perspective." Harvard Womens Law Journal 1 (spring 1978): 1–18.
  • December 2016
  • Supplement

Ron Johnson: A Career in Retail

By: Ryan Raffaelli, Joshua D. Margolis and Das Narayandas
This is a video supplement, to be used when teaching the Ron Johnson case. See abstract:

In April 2013, Ron Johnson (HBS '84) stepped down after just 18 months as CEO of J.C. Penney. In his brief tenure, Johnson, an acclaimed retailer respected for his... View Details
Keywords: Leadership; Leadership Development; Legal Industry; Procurement; Professional Service Firms; Pricing; Competition; Organizational Behavior; Change Management; Innovation Leadership; Situation or Environment; Failure; Management Teams; Brands and Branding; Retail Industry; United States
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Raffaelli, Ryan, Joshua D. Margolis, and Das Narayandas. "Ron Johnson: A Career in Retail." Harvard Business School Multimedia/Video Supplement 417-704, December 2016.
  • 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
Keywords: by Sean Silverthorne; Retail
  • 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
Citation
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Hawkins, David F., and Norman Bartczak. "Bishay Industries TN." Harvard Business School Teaching Note 197-061, February 1997.
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