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Show Results For
- All HBS Web
(11,696)
- People (51)
- News (3,439)
- Research (6,537)
- Events (24)
- Multimedia (86)
- Faculty Publications (5,056)
- 25 Jun 2012
- News
Complexity Kills: Keeping Customer Service Simple
- 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
Frei, Frances X. "Service Design in the Context of Customer-Operators." Harvard Business School Module Note 608-134, April 2008.
- Web
Nonprofit Board Service - Alumni
Careers Nonprofit Board Service Careers Nonprofit Board Service Nonprofit board service is an exceptional way for HBS alumni to meaningfully contribute to communities and... View Details
- 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
- 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
Spear, Steven J., and Anne Karshis. "Madison Avenue: Digital Media Services (B)." Harvard Business School Case 601-021, June 2001. (Revised September 2005.)
- 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
Schlesinger, Leonard A., and James Heskett. "Enfranchisement of Service Workers." California Management Review 33, no. 4 (Summer 1991).
- 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
Chesbrough, Henry W., and Yoshinori Fujikawa. "Fsas: Fujitsu Support and Service Inc." Harvard Business School Case 601-003, August 2000. (Revised June 2001.)
- 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
- April 2008 (Revised October 2008)
- Supplement
TD Canada Trust (C): Translating the Service Model to Service Operations
By: Dennis Campbell and Brent Kazan
Campbell, Dennis, and Brent Kazan. "TD Canada Trust (C): Translating the Service Model to Service Operations." Harvard Business School Supplement 108-055, April 2008. (Revised October 2008.)
- July 2007 (Revised October 2007)
- Teaching Note
PayPal Merchant Services (TN)
- December 1986 (Revised November 1988)
- Background Note
Note on Psychiatric Services
Keywords: Medical Specialties
Herzlinger, Regina E. "Note on Psychiatric Services." Harvard Business School Background Note 187-087, December 1986. (Revised November 1988.)
- October 1977 (Revised September 1983)
- Case
Colonial Food Services Co.
By: Michael Beer and James G. Clawson
The first case in a four-part case series which outlines the events leading up to a performance appraisal interview. Describes the background of the company. View Details
Beer, Michael, and James G. Clawson. "Colonial Food Services Co." Harvard Business School Case 478-005, October 1977. (Revised September 1983.)
- March 1991 (Revised August 1993)
- Case
ISS--International Service System A/S
Montgomery, Cynthia A. "ISS--International Service System A/S." Harvard Business School Case 391-093, March 1991. (Revised August 1993.)
- May 1984 (Revised May 1988)
- Background Note
Retail Financial Services Industry--1984
Ghemawat, Pankaj. "Retail Financial Services Industry--1984." Harvard Business School Background Note 384-246, May 1984. (Revised May 1988.)
- Apr 16 2018
- Testimonial
Building Community Through Service
- April 1975 (Revised May 1993)
- Case
New Hampshire-Vermont Hospitalization Service
Herzlinger, Regina E. "New Hampshire-Vermont Hospitalization Service." Harvard Business School Case 175-243, April 1975. (Revised May 1993.)
- 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
- October 1987 (Revised February 1988)
- Case
CIGNA Risk Information Services
Vitale, Michael R. "CIGNA Risk Information Services." Harvard Business School Case 188-034, October 1987. (Revised February 1988.)
- December 1981
- Case
Singapore Bus Service Ltd.
McFarlan, F. Warren. "Singapore Bus Service Ltd." Harvard Business School Case 182-168, December 1981.