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2003
Case

Capston-White's Document Management and Production Services

By: Vijay Govindarajan, Chris Trimble and Julie Lang

The development of multi-function devices that could copy, print, fax, and scan created a convergence in the markets for these devices. Copiers and printers had previously been purchased and managed in very different manners by large organizations. Facing an uncertain... View Details

Keywords: Technological Innovation; Innovation Strategy; Service Delivery; Service Industry

August 2000 (Revised June 2001)
Case

Fsas: Fujitsu Support and Service Inc.

Fsas was created as a spinoff subsidiary of Fujitsu to service PC networks. As the company succeeded, it became listed on Japan's stock exchange--second tier. Now the Internet is causing Fsas to decide how to structure itself again. Should it spinoff a new company? View Details

Keywords: Business Subsidiaries; Internet; Business Growth and Maturation; Innovation and Invention; Information Technology Industry; Japan

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July 1996 (Revised April 1997)
Teaching Note

Service Corporation International TN

By: Benjamin C. Esty and Craig F Schreiber

Teaching Note for (9-296-080). View Details

Keywords: Service Industry

August 1995 (Revised October 1996)
Case

IDS Financial Services (Condensed)

By: John A. Deighton

Highlights the decision that must be made on balancing customer acquisition and retention and de-emphasizing the structural issues involved in administering the independent contractor sales force. View Details

Keywords: Customers; Customer Focus and Relationships; Decisions; Corporate Governance; Salesforce Management; Financial Services Industry

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

Research Summary

Organizational Change in Professional Service Firms

Professor Gabarro's current research focuses on organizational change in professional service firms and the challenges that they face in dealing with increased size, scale and complexity. View Details

February 2004 (Revised March 2004)
Background Note

Profitability Drivers in Professional Service Firms

By: Ashish Nanda

This case presents a simple model of the drivers of profitability in a professional service partnership and conducts an empirical exploration of the determinants of profitability among AmLaw 100 firms over the period 1994 to 1999. View Details

Keywords: Profitability; Model; Profit; Partners and Partnerships; Law; Service Industry

April 1996 (Revised March 1998)
Case

Lex Service PLC-- Cost of Capital

By: W. Carl Kester and Kendall Backstrand

Lex Service company has grown into a large multidivisional company with a substantial capital budget. In 1993, the board was reviewing its capital budgeting procedures. Specifically, it sought to determine the company's cost of capital and whether it should use... View Details

Keywords: Risk and Uncertainty; Cost of Capital; Equity; Capital Budgeting

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 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

October 1987 (Revised February 1988)
Case

CIGNA Risk Information Services

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December 1981
Case

Singapore Bus Service Ltd.

By: F. Warren McFarlan

Keywords: Transportation Industry; Singapore

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April 1993
Supplement

Prodigy Services Company (B)

By: Lynn S. Paine

Describes the actions taken by Prodigy executives. View Details

Keywords: Communication Intention and Meaning; Conflict Management; Status and Position; Equality and Inequality

November 2011
Supplement

Comfort Class Transport: Does Customer Service Need an Overhaul? Faculty Spreadsheet (Brief Case)

Keywords: Capacity Utilization; Supply ＆ Demand; Operations Management; Customer Service; Operations; Customer Focus and Relationships; Performance Capacity

22 Jan 2008
Research & Ideas

New Challenges in Leading Professional Services

Professional service firms—law firms, financial services firms, money management firms, private equity firms, hedge funds, management consultants, advertising agencies—are the most challenging and exciting... View Details

Keywords: by Sean Silverthorne; Legal Services; Legal Services; Legal Services

1992
Other Teaching and Training Material

Achieving Breakthrough Service Teleseminar

By: Leonard A. Schlesinger, James Heskett and W. Earl Sasser

April 2001
Teaching Note

Weather Services Corporation TN

By: Jeffrey F. Rayport, Goutam Challagalla and William A. Sahlman

August 1995
Teaching Note

IBM After-Sales Service TN

By: Janice H. Hammond

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

Keywords: Computer Industry

February 1988
Case

General Electric: Customer Service

By: Frank V. Cespedes

Keywords: Customer Focus and Relationships

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