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Show Results For
- All HBS Web
(6,146)
- People (20)
- News (813)
- Research (4,671)
- Events (2)
- Multimedia (5)
- Faculty Publications (3,878)
- 08 Sep 2021
- Video
Women in Industry Series: Military
- 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
Gallani, Susanna, Mary Witkowski, and Harry B. Wolberg. "U.S. Commercial Health Insurance Industry." Harvard Business School Technical Note 119-064, January 2019. (Revised June 2019.)
- 01 Jun 2012
- News
What Industrial Policy?
support, and back-office processing to America. Strengthening the industrial base. Remember, too, that many high-value-added services are often closely connected to manufacturing and can be delivered only... View Details
- 01 Mar 2003
- News
Service with a Smile
data from 111 workers — college students who labored in service jobs — the pair measured job satisfaction and its relationship to whether workers were being asked to hide or exaggerate emotions. Their study, “A Longitudinal Analysis of... View Details
- 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
Ely, Robin J. "Stephen Brown at John Hancock Financial Services." Harvard Business School Case 402-048, April 2002. (Revised September 2003.)
- November 1989 (Revised February 1992)
- Case
Ford Motor Co.: Dealer Sales and Service
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
Schlesinger, Leonard A. "Ford Motor Co.: Dealer Sales and Service." Harvard Business School Case 690-030, November 1989. (Revised February 1992.)
- 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
Mojir, Navid, and Gamze Yucaoglu. "Volt Lines: Leading a B2B Service Provider through a Crisis (A)." Harvard Business School Case 523-037, October 2022.
- 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
Kaplan, Robert S., and Nicole Tempest. "Wells Fargo Online Financial Services (B)." Harvard Business School Case 199-019, August 1998. (Revised December 1998.)
- April 1993
- Supplement
Prodigy Services Company (C)
By: Lynn S. Paine
Describes the organizational aftermath. View Details
Keywords: Information Technology Industry
Paine, Lynn S. "Prodigy Services Company (C)." Harvard Business School Supplement 393-128, April 1993.
- 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
Buell, Ryan W., Ananth Raman, and Vidhya Muthuram. "Oberoi Hotels: Train Whistle in the Tiger Reserve." Harvard Business School Case 615-043, January 2015. (Revised March 2015.)
- Article
Does the Scope of the Sell-Side Analyst Industry Matter? An Examination of Bias, Accuracy, and Information Content of Analyst Reports
By: Kenneth Merkley, Roni Michaely and Joseph Pacelli
We examine changes in the scope of the sell-side analyst industry and whether these changes impact information dissemination and the quality of analysts’ reports. Our findings suggest that changes in the number of analysts covering an industry impact analyst... View Details
Keywords: Analyst Industry; Sell-side Analysts; Analyst Reports; Finance; Analysis; Information; Reports; Quality; Financial Services Industry
Merkley, Kenneth, Roni Michaely, and Joseph Pacelli. "Does the Scope of the Sell-Side Analyst Industry Matter? An Examination of Bias, Accuracy, and Information Content of Analyst Reports." Journal of Finance 72, no. 3 (June 2017): 1285–1334.
- 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
- 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
Campbell, Dennis, and Frances X. Frei. "Market Heterogeneity and Local Capacity Decisions in Services." Manufacturing & Service Operations Management 13, no. 1 (Winter 2011): 2–19. (Lead Article.)
- 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
Nanda, Ashish, Kelley Elizabeth Morrell, and Lauren Prusiner. "Staffing in Professional Service Firms." Harvard Business School Case 905-026, October 2004. (Revised February 2006.)
- September 2016
- Supplement
Financial Services at Falabella (B)
By: C. Fritz Foley and Agustin M. Hurtado
Supplements the (A) case and provides an update describing choices Falabella made. View Details
Keywords: Consumer Credit; Financial Management; Corporate Strategy; Credit; Financial Institutions; Financial Services Industry
Foley, C. Fritz, and Agustin M. Hurtado. "Financial Services at Falabella (B)." Harvard Business School Supplement 217-017, September 2016.
- April 2000 (Revised October 2002)
- Background Note
Career Strategies and Tactics in Professional Service Firms
By: Ashish Nanda, Thomas J. DeLong and Scot H. Landry
Presents suggestions for ensuring a good start in a professional services career. View Details
Keywords: Personal Development and Career; Performance Expectations; Performance Effectiveness; Customization and Personalization; Practice; Valuation; Performance Evaluation; Business Startups; Competency and Skills; Learning; Talent and Talent Management; Management Skills; Consulting Industry
Nanda, Ashish, Thomas J. DeLong, and Scot H. Landry. "Career Strategies and Tactics in Professional Service Firms." Harvard Business School Background Note 800-375, April 2000. (Revised October 2002.)
- 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
Ghani, Ejaz, William R. Kerr, and Stephen O'Connell. "Local Industrial Structures and Female Entrepreneurship in India." Journal of Economic Geography 13, no. 6 (November 2013): 929–964. (Winner of the FPD Academy Award for Best World Bank Research in Finance and Private Sector Development.)
- Fast Answer
Investment management: industry resources
Career Library Career Guide to IM Top 25 IM Employers Company & Industry News Identify latest activities, changes in management, market share/market size, and trends. Factiva: Useful for international, original language... View Details
- 2007
- Other Unpublished Work
Practice Segmentation in Professional Services
By: John J. Gabarro, Thomas J. DeLong and Robert Lees
- January 2003 (Revised March 2005)
- Case
Planning in Professional Service Firms
By: Ashish Nanda
In this case, four consultants discuss business planning issues that they are each having within their respective consulting firms. The case addresses how professional compensation, project staffing, hours worked, overhead costs, and billing rates impact profitability. View Details
Nanda, Ashish, and Kelley Elizabeth Morrell. "Planning in Professional Service Firms." Harvard Business School Case 903-085, January 2003. (Revised March 2005.)