Skip to Main Content
HBS Home
  • About
  • Academic Programs
  • Alumni
  • Faculty & Research
  • Baker Library
  • Giving
  • Harvard Business Review
  • Initiatives
  • News
  • Recruit
  • Map / Directions
Faculty & Research
  • Faculty
  • Research
  • Featured Topics
  • Academic Units
  • …→
  • Harvard Business School→
  • Faculty & Research→
  • Research
    • Research
    • Publications
    • Global Research Centers
    • Case Development
    • Initiatives & Projects
    • Research Services
    • Seminars & Conferences
    →
  • Publications→

Publications

Publications

Filter Results: (11,723) Arrow Down
Filter Results: (11,723) Arrow Down Arrow Up

Show Results For

  • All HBS Web  (11,723)
    • People  (51)
    • News  (3,439)
    • Research  (6,540)
    • Events  (24)
    • Multimedia  (86)
  • Faculty Publications  (5,059)

Show Results For

  • All HBS Web  (11,723)
    • People  (51)
    • News  (3,439)
    • Research  (6,540)
    • Events  (24)
    • Multimedia  (86)
  • Faculty Publications  (5,059)
← Page 8 of 11,723 Results →
  • June 1977
  • Case

Hasket Computer Services

Citation
Find at Harvard
Related
Hatten, Kenneth J. "Hasket Computer Services." Harvard Business School Case 377-207, June 1977.
  • 1992
  • Other Teaching and Training Material

Achieving Breakthrough Service

By: Leonard A. Schlesinger, James Heskett and W. Earl Sasser
Citation
Related
Schlesinger, Leonard A., James Heskett, and W. Earl Sasser. "Achieving Breakthrough Service." Harvard Business Publishing, 1992. Video.
  • spring 2002
  • Article

Pricing Access Services

By: Skander Essegaier, Sunil Gupta and John Zhang
Keywords: Price
Citation
Find at Harvard
Related
Essegaier, Skander, Sunil Gupta, and John Zhang. "Pricing Access Services." Marketing Science 21, no. 2 (spring 2002): 119–138.
  • September 1988 (Revised April 1989)
  • Case

Government Services Co.

Citation
Find at Harvard
Related
Pearson, Andrall E. "Government Services Co." Harvard Business School Case 389-033, September 1988. (Revised April 1989.)
  • 01 Sep 2022
  • News

Selling with Service

  • March 2009 (Revised July 2010)
  • Case

IBM: The Corporate Service Corps

By: Christopher Marquis and Rosabeth M. Kanter
Describes the conception, development, and implementation of the Corporate Services Corps (CSC), an international community service assignment for high-potential IBM employees. The year 2008 was the pilot year of the CSC program, and 100 of IBM's best global employees... View Details
Keywords: Developing Countries and Economies; Global Strategy; Corporate Social Responsibility and Impact; Mission and Purpose; Organizational Structure; Partners and Partnerships; Non-Governmental Organizations
Citation
Educators
Purchase
Related
Marquis, Christopher, and Rosabeth M. Kanter. "IBM: The Corporate Service Corps." Harvard Business School Case 409-106, March 2009. (Revised July 2010.)
  • 11 AM – 12 PM EST, 13 Jan 2016
  • Webinars: Trending@HBS

What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms

In their recently completed book by the same title, Professor Schlesinger and coauthors and fellow HBS faculty members James L. Heskett (emeritus) and W. Earl Sasser posit the following: that management has within its control the authority, and, they think, the... View Details
  • 01 Aug 2012
  • News

Why Is Great Service So Rare?

  • 2018
  • Article

Service Operations: What Have We Learned?

By: Liana Victorino, Joy M. Field, Ryan W. Buell, Michael J. Dixon, Susan M. Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda V. Roth, Enrico Secchi and Jie J. Zhang
The purpose of this article is to identify research themes in service operations that have great potential for exciting and innovative conceptual and empirical work. To frame these research themes, the article provides a systematic literature review of operations... View Details
Keywords: Service Operations; Knowledge; Research
Citation
Purchase
Related
Victorino, Liana, Joy M. Field, Ryan W. Buell, Michael J. Dixon, Susan M. Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda V. Roth, Enrico Secchi, and Jie J. Zhang. "Service Operations: What Have We Learned?" Journal of Service Management 29, no. 1 (2018): 39–54.
  • August 2004 (Revised April 2005)
  • Case

MK Taxi: Private Chauffeur Service

MK Taxi Tokyo has developed a system to allow customers to use their mobile phones to find and contact the cab closest to them, bypassing the dispatch center. The system, called the Private Chauffeur Service (PCS), makes use of NTT's i-mode service, which essentially... View Details
Keywords: Information Technology; Entrepreneurship; Customer Focus and Relationships; Transportation; Mobile and Wireless Technology; Service Industry; Service Industry; Tokyo
Citation
Educators
Purchase
Related
McAfee, Andrew P. "MK Taxi: Private Chauffeur Service." Harvard Business School Case 605-029, August 2004. (Revised April 2005.)
  • 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
Citation
Educators
Purchase
Related
Spear, Steven J., and Anne Karshis. "Madison Avenue: Digital Media Services (C)." Harvard Business School Case 601-077, March 2001. (Revised September 2005.)
  • June 1998 (Revised August 2001)
  • Case

Wells Fargo Online Financial Services (A)

By: Robert S. Kaplan and Nicole Tempest
Wells Fargo, the industry leader in electronic banking, has implemented a Balanced Scorecard in its online financial services group (OFS) to track and measure performance. The OFS group develops and supports services that allow existing and future banking customers to... View Details
Keywords: Balanced Scorecard; Internet and the Web; Corporate Entrepreneurship; Corporate Strategy; Performance Evaluation; Finance; Change; Situation or Environment; Measurement and Metrics; Financial Services Industry; Financial Services Industry
Citation
Educators
Purchase
Related
Kaplan, Robert S., and Nicole Tempest. "Wells Fargo Online Financial Services (A)." Harvard Business School Case 198-146, June 1998. (Revised August 2001.)
  • Research Summary

Managing Service Operations Course Development

By: Frances X. Frei
Managing Service Operations is an Elective Curriculum course taught at HBS. Over thirty cases and exercises have been created for the course. For a list of the cases developed for this course, please see the Publications link below.  For the most recent syllabus,... View Details
  • Research Summary

Building Capabilities in Professional Service Firms

One of the most distinctive aspects of professional service firms is that the vast majority of the people who work in them are directly involved in serving clients.  Long-term success in a professional service firm requires obtaining and developing the right... View Details

  • April 2008
  • Module Note

Service Design in the Context of Customer-Operators

By: Frances X. Frei
Taught as the second module in a Harvard Business School course on Managing Service Operations: Understanding the Customer Operating Role (606-092). Addresses the design and management of service operations with significant customer operating roles. The focus is on... View Details
Keywords: Customer Satisfaction; Management; Design; Service Operations; Cost
Citation
Purchase
Related
Frei, Frances X. "Service Design in the Context of Customer-Operators." Harvard Business School Module Note 608-134, April 2008.
  • April 2006
  • Background Note

Informing Service Management with Customer Data

By: Frances X. Frei and Dennis Campbell
Taught as the third module in a Harvard Business School course on Managing Service Operations. Explores the role of data analysis in ongoing service management. Describes how to realize the maximum amount of value from analyses and use this information in... View Details
Keywords: Decision Making; Design; Analytics and Data Science; Service Operations; Mathematical Methods; Value
Citation
Educators
Purchase
Related
Frei, Frances X., and Dennis Campbell. "Informing Service Management with Customer Data." Harvard Business School Background Note 606-097, April 2006.
  • 2014
  • Case

Changhong: Journey to Shared Services

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
Citation
Purchase
Related
McFarlan, F. Warren, Haiyan Zhang, and Guo Jia. "Changhong: Journey to Shared Services." Tsinghua University Case, 2014.
  • Web

Baker Library Services - Alumni

Careers Baker Library Services Careers Baker Library Services Career research for HBS alumni is a top priority for Baker Library. We help alumni with their career research in several ways: Building a... View Details
  • 25 Jun 2012
  • News

Complexity Kills: Keeping Customer Service Simple

  • 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
Citation
Educators
Purchase
Related
Spear, Steven J., and Anne Karshis. "Madison Avenue: Digital Media Services (B)." Harvard Business School Case 601-021, June 2001. (Revised September 2005.)
  • ←
  • 8
  • 9
  • …
  • 586
  • 587
  • →
ǁ
Campus Map
Harvard Business School
Soldiers Field
Boston, MA 02163
→Map & Directions
→More Contact Information
  • Make a Gift
  • Site Map
  • Jobs
  • Harvard University
  • Trademarks
  • Policies
  • Accessibility
  • Digital Accessibility
Copyright © President & Fellows of Harvard College.