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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

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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August 1995
Teaching Note

IBM After-Sales Service TN

By: Janice H. Hammond

Teaching Note for (9-693-001). View Details

Keywords: Computer 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

October 2022
Case

Volt Lines: Leading a B2B Service Provider through a Crisis (A)

By: Navid Mojir and Gamze Yucaoglu

Volt Lines was a next-generation transportation service in Istanbul, Turkey. The company was trying to disrupt the traditional corporate transportation market by developing software that allowed it to offer subscription-based transportation. Under the subscription... View Details

Keywords: Business To Business Marketing; B2B Marketing; B2B Pricing; Subscription Model; Crisis Marketing; Startup; Service Management; Information Technology; Transportation; COVID-19 Pandemic; Disruptive Innovation; Digital Platforms; Business Model; Price; Crisis Management; Opportunities; Transportation Industry; Transportation Industry; Turkey

1990
Book

The Service Management Course

By: C. Hart, J. Heskett and W. E. Sasser Jr.

Keywords: Management; Service Industry

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April 2002 (Revised September 2003)
Case

Stephen Brown at John Hancock Financial Services

By: Robin J. Ely

Describes a major organizational transformation process at John Hancock Financial Services in which CEO Stephen Brown takes a series of measured steps to turn the old-line mutual insurance company into a competitive, performance-oriented financial services firm. At the... View Details

Keywords: Change Management; Leadership; Organizational Change and Adaptation; Organizational Culture; Alignment; Competitive Strategy; Financial Services Industry

April 1993
Supplement

Prodigy Services Company (C)

By: Lynn S. Paine

Describes the organizational aftermath. View Details

Keywords: Information Technology Industry

January 2015 (Revised March 2015)
Case

Oberoi Hotels: Train Whistle in the Tiger Reserve

By: Ryan W. Buell, Ananth Raman and Vidhya Muthuram

Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality-sensitive guests in the world. The case considers the challenge of how an organization, with a standardized service model, can repeatedly delight... View Details

Keywords: Service Quality; Service Management; Service Quality Competition; Customer Management; Customer Service Excellence; Employee Empowerment; Employee Engagement; Employee Training; India; Hospitality; Hotel Industry; Service Delivery; Service Operations; Customer Satisfaction; Employees; Quality; Accommodations Industry; India

August 1998 (Revised December 1998)
Case

Wells Fargo Online Financial Services (B)

By: Robert S. Kaplan and Nicole Tempest

Describes how the Balanced Scorecard built by the Online Financial Services (OFS) group is used to select the highest-priority initiatives for the organization. Currently, initiatives arise continually throughout the organization, and management spends considerable... 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

March 2003 (Revised April 2006)
Background Note

Scale and Scope in Professional Service Firms

By: Ashish Nanda

This case discusses why economies (and diseconomies) of scale and scope exist in professional service firms (PSFs) and how they influence the amount and range of services that PSFs offer. It is distributed with a case that focuses on determining the optimal scale/scope... View Details

Keywords: Cost Management; Operations; Microeconomics; Service Industry

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

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January 2019 (Revised June 2019)
Technical Note

U.S. Commercial Health Insurance Industry

By: Susanna Gallani, Mary Witkowski and Harry B. Wolberg

This note describes the role of commercial payers in the U.S. healthcare industry. We begin with a review of the historical evolution of commercial payers and their role in the market, from the beginning to the Affordable Care Act and beyond. Every wave of reforms in... View Details

Keywords: Health Care and Treatment; Insurance; Governing Rules, Regulations, and Reforms; Organizational Change and Adaptation; Health Industry; Health Industry; United States

2013
Article

Local Industrial Structures and Female Entrepreneurship in India

By: Ejaz Ghani, William R. Kerr and Stephen O'Connell

We analyze the spatial determinants of female entrepreneurship in India in the manufacturing and services sectors. We focus on the presence of incumbent female-owned businesses and their role in promoting higher subsequent female entrepreneurship relative to male... View Details

Keywords: Entrepreneurship; Gender; Manufacturing Industry; Manufacturing Industry; India

February 2003 (Revised April 2003)
Background Note

Note on Staffing in Professional Service Firms

By: Ashish Nanda

This case discusses the problem of balancing demand and supply of professionals within a professional services firm (PSF). It emphasizes how human resources management policies impact supply conditions and how market opportunities determine demand conditions. The case... View Details

Keywords: Demand and Consumers; Balance and Stability; Supply and Industry; Employees; Service Industry

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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

October 2004 (Revised February 2006)
Case

Staffing in Professional Service Firms

By: Ashish Nanda

This case discusses the problem of balancing demand and supply of professionals over time using a fictional scenario. View Details

Keywords: Selection and Staffing; Service Industry

March 2012
Article

China's Growing IT Services and Software Industry: Challenges and Implications

By: F. Warren McFarlan, Ning Jia and Justin Wong

The Chinese management software and IT services industry has grown dramatically over the past two decades and today is about the size of the Indian industry a decade ago. The objective of this article is to help CIOs in firms outside of China better understand the... View Details

Keywords: Growth and Development; Information Technology; Applications and Software; Problems and Challenges; Information Technology Industry; China

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