Publications

1994
Chapter

Taco Bell Corporation: A Case of Service Leadership

By: Roger Hallowell and Leonard A. Schlesinger

30 Mar 2010
News

MBA Career Services Resist Tide Of Budget Cuts

10 May 2013
HBS Seminar

Roundtable Discussion on the Disruption of Professional Services

December 1987 (Revised September 1995)
Case

IDS Financial Services

Scarce managerial talent, sales force turnover, and client attrition were potential problems underlying IDS' disappointing performance at mid-year 1987. The marketing vice president had three potential "fixes": 1) increasing or decreasing the $35 million budget for... View Details

Keywords: Marketing Strategy; Salesforce Management; Performance Improvement; Financial Services Industry

02 Feb 2015
Working Paper Summaries

Mobile Money: The Effect of Service Quality and Competition on Demand

Keywords: by Karthik Balasubramanian & David F. Drake; Banking

01 Aug 2002
News

Service Leadership Fellows

The School's inaugural group of Service Leadership Fellows gathered for a Class Day breakfast celebration. For students interested in working in social enterprises after graduation, the new program matches... View Details

01 May 2013
News

Health Care’s Service Fanatics

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

08 Jul 2016
Video

Human-Centered Service Design Professor Ryan Buell

01 Oct 1996
News

"Service-Profit Chain" Links Members of Service Management Unit

costs of employee turnover? What are the benefits of a loyal customer base? These are questions that intrigue members of the Service Management... View Details

Keywords: Susan Young

01 Sep 2022
News

Selling with Service

07 Nov 2014
News

Taylor Swift and the Economics of Music as a Service

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

May 1998
Case

Octane Service Station

By: David F. Hawkins

The owner of a gas station must prepare financial statements. View Details

Keywords: Practice; Financial Statements

13 Sep 2013
HBS Seminar

Nirupama Rao, NYC Wagner School of Public Service

13 Sep 2013
HBS Seminar

Nirupama Rao, NYU Wagner School of Public Service

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

2006
Chapter

Consumer-Driven Healthcare: Transforming the Delivery of Health Services

By: R. E. Herzlinger

Keywords: Health Care and Treatment; Demand and Consumers; Health Industry