Skip to Main Content
HBS Home
  • About
  • Academic Programs
  • Alumni
  • Faculty & Research
  • Baker Library
  • Giving
  • Harvard Business Review
  • Initiatives
  • News
  • Recruit
  • Map / Directions
Faculty & Research
  • Faculty
  • Research
  • Featured Topics
  • Academic Units
  • …→
  • Harvard Business School→
  • Faculty & Research→
  • Research
    • Research
    • Publications
    • Global Research Centers
    • Case Development
    • Initiatives & Projects
    • Research Services
    • Seminars & Conferences
    →
  • Publications→

Publications

Publications

Filter Results: (4,514) Arrow Down
Filter Results: (4,514) Arrow Down Arrow Up

Show Results For

  • All HBS Web  (4,514)
    • People  (9)
    • News  (2,061)
    • Research  (2,035)
    • Events  (3)
    • Multimedia  (2)
  • Faculty Publications  (1,204)

Show Results For

  • All HBS Web  (4,514)
    • People  (9)
    • News  (2,061)
    • Research  (2,035)
    • Events  (3)
    • Multimedia  (2)
  • Faculty Publications  (1,204)
Page 1 of 4,514 Results →
  • Awards

ISA RALPH GOMORY BEST INDUSTRY STUDIES PAPER AWARD

By: Antonio Moreno
Finalist for the 2018 Ralph Gomory Best Industry Studies Paper Award from the Industry Studies Association with Santiago Gallino for their paper, "The Value of Fit Information in Online Retail: Evidence from a Randomized Field Experiment" (Manufacturing & Service... View Details
  • April 2006
  • Background Note

Informing Service Management with Customer Data

By: Frances X. Frei and Dennis Campbell
Taught as the third module in a Harvard Business School course on Managing Service Operations. Explores the role of data analysis in ongoing service management. Describes how to realize the maximum amount of value from analyses and use this information in... View Details
Keywords: Decision Making; Design; Analytics and Data Science; Service Operations; Mathematical Methods; Value
Citation
Educators
Purchase
Related
Frei, Frances X., and Dennis Campbell. "Informing Service Management with Customer Data." Harvard Business School Background Note 606-097, April 2006.
  • October 1987 (Revised February 1988)
  • Case

CIGNA Risk Information Services

Citation
Find at Harvard
Related
Vitale, Michael R. "CIGNA Risk Information Services." Harvard Business School Case 188-034, October 1987. (Revised February 1988.)
  • October 2014 (Revised January 2016)
  • Case

IDEO: Human-Centered Service Design

By: Ryan W. Buell and Andrew Otazo
The case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and processes. It is an example of what managers can do to make their own organizations more innovative. In reaction to a rapidly changing competitive landscape,... View Details
Keywords: Design Thinking; Innovation; Service Management; Service; Design; Service Delivery; Innovation and Management; Entertainment and Recreation Industry; Peru
Citation
Educators
Purchase
Related
Buell, Ryan W., and Andrew Otazo. "IDEO: Human-Centered Service Design." Harvard Business School Case 615-022, October 2014. (Revised January 2016.)
  • August 1982 (Revised April 1985)
  • Case

General Foods: Information Services Department

Citation
Find at Harvard
Related
Porter, Leslie R. "General Foods: Information Services Department." Harvard Business School Case 183-013, August 1982. (Revised April 1985.)
  • December 2015
  • Case

IDEO: Human-Centered Service Design

By: Ryan W. Buell and Andrew Otazo
The case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and processes. It is an example of what managers can do to make their own organizations more innovative. In reaction to a rapidly changing competitive landscape,... View Details
Keywords: Design Thinking; Innovation; Service Management; Service; Design; Service Delivery; Innovation and Management; Entertainment and Recreation Industry; Peru
Citation
Educators
Purchase
Related
Buell, Ryan W., and Andrew Otazo. "IDEO: Human-Centered Service Design." Harvard Business School Multimedia/Video Case 615-703, December 2015.
  • November 2015 (Revised February 2020)
  • Teaching Note

IDEO: Human-Centered Service Design

By: Ryan W. Buell
The case describes IDEO, one of the world's leading design firms, and its human-centered innovation culture and processes. It is an example of what managers can do to make their own organizations more innovative. In reaction to a rapidly changing competitive landscape,... View Details
Keywords: Design Thinking; Innovation; Service Management; Service; Design; Service Delivery; Innovation and Management; Entertainment and Recreation Industry; Peru
Citation
Purchase
Related
Buell, Ryan W. "IDEO: Human-Centered Service Design." Harvard Business School Teaching Note 616-038, November 2015. (Revised February 2020.)
  • November 2002 (Revised March 2007)
  • Case

Keane's Acquisition of Metro Information Services (A)

By: Francisco de Asis Martinez-Jerez
On August 21, 2001, Keane, Inc. announced the acquisition of Metro Information Services, Inc. This case analyzes the challenges facing firms and examines transactions whose major source of value creation hinges on intangible assets (e.g., people or knowledge). View Details
Keywords: Mergers and Acquisitions; Value Creation; Goodwill Accounting; Problems and Challenges; Information Technology Industry; Information Technology Industry
Citation
Educators
Purchase
Related
Martinez-Jerez, Francisco de Asis. "Keane's Acquisition of Metro Information Services (A)." Harvard Business School Case 103-042, November 2002. (Revised March 2007.)
  • Web

Tools & Services | Information Technology

Printing Services Learn more about the printing services offered at HBS. Information Security Learn about the ways you can keep your data and systems, and HBS, safe. Media & AV... View Details
  • Article

Applying KISS to Healthcare Information Technology

By: Regina E. Herzlinger, Margo Seltzer and Mark Gaynor
Current public and private healthcare information technology initiatives have failed to achieve secure integration among providers. Applying the "keep it simple, stupid" principle offers the key guidance for solving this problem. View Details
Keywords: Technology; Health Care; Public Health; Information Technology Industry; Computer Networks; Computer Services Industries; Software; Hardware; Medical Services; Health Care and Treatment; Information Technology; Applications and Software; Information Infrastructure; Standards; Health Industry; Technology Industry; United States
Citation
Find at Harvard
Read Now
Related
Herzlinger, Regina E., Margo Seltzer, and Mark Gaynor. "Applying KISS to Healthcare Information Technology." Computer 46, no. 11 (November 2013): 72–74.
  • Research Summary

The Role of Information Technology in the Provision of Services

By: James I. Cash
James I. Cash, Jr. is exploring the role of information technology in service management. Specifically, he is studying the implications of the ubiquity of information technology at three levels in service-providing organizations. (In the United States today, service... View Details
  • 01 Dec 2011
  • News

At Your Service

Frei and Morriss: No heroics, please—partner with customers to make strategic service choices instead of trying to be the best at everything. In their new book, Uncommon Service: How to Win by Putting Customers at the Core of Your... View Details
Keywords: Deborah Blagg; customer service; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services
  • August 2004 (Revised December 2004)
  • Case

Keane's Acquisition of Metro Information Services (B)

By: Francisco de Asis Martinez-Jerez
Supplements the (A) case. View Details
Keywords: Information Technology Industry; Information Technology Industry
Citation
Educators
Purchase
Related
Martinez-Jerez, Francisco de Asis. "Keane's Acquisition of Metro Information Services (B)." Harvard Business School Case 105-026, August 2004. (Revised December 2004.)
  • September 2013 (Revised February 2016)
  • Case

GlaxoSmithKline: Sourcing Complex Professional Services

By: Heidi K. Gardner and Silvia Hodges Silverstein
Pharmaceutical company GlaxoSmithKline (GSK) uses an innovative new approach to procuring outside legal counsel: it replaces relationship-based selection and law firms' traditional time-based billing with data-driven decision making and an online reverse auction. In... View Details
Keywords: Legal Industry; Procurement; Professional Service Firms; Pricing; Competition; Change Management; Supply Chain Management; Legal Liability; Business Processes; Legal Services Industry; Legal Services Industry
Citation
Educators
Purchase
Related
Gardner, Heidi K., and Silvia Hodges Silverstein. "GlaxoSmithKline: Sourcing Complex Professional Services." Harvard Business School Case 414-003, September 2013. (Revised February 2016.)
  • 1 Nov 1993
  • Conference Presentation

Information Technology's Role in Transforming Customer Service

By: Jim I. Cash Jr.
Keywords: Information Technology; Customer Focus and Relationships
Citation
Related
Cash, Jim I., Jr. "Information Technology's Role in Transforming Customer Service." Paper presented at the Positioning Customer Support for the Twenty-first Century, University of Texas, November 01, 1993.
  • Web

IDEO: Human-Centered Service Design | Information Technology

Featured Case IDEO: Human-Centered Service Design The multimedia case takes viewers behind the scenes of a human-centered design company, IDEO, as they embrace the shifting demands of their global client base. The case examines IDEO’s... View Details
  • January 2018
  • Case

Pravost Consulting Services

By: Andrew Wasynczuk and Tiffany Y. Chang
Pravost Consulting Services considers a division manager's response to the stringent demands of his boss who lambasts him for the division's weak performance. Six months earlier Jakub Kowalski, CEO of Pravost, promoted Viktor Novak to head up the faltering Pravost... View Details
Keywords: Consulting; Consulting Services; Employee Retention; Eastern Europe; Performance; Attrition; Culture; Krakow; Retention; Performance Improvement; Organizational Culture; Information Technology Industry; Information Technology Industry; Poland; Europe
Citation
Educators
Purchase
Related
Wasynczuk, Andrew, and Tiffany Y. Chang. "Pravost Consulting Services." Harvard Business School Case 918-033, January 2018.
  • August 1983 (Revised November 1984)
  • Case

J.P. Stevens & Co., Inc.: Information Services Division

Citation
Find at Harvard
Related
Porter, Leslie R. "J.P. Stevens & Co., Inc.: Information Services Division." Harvard Business School Case 184-022, August 1983. (Revised November 1984.)
  • February 1996
  • Case

TRW's Information Services Division: Strategic Human Resource Management

By: Michael Beer and Gregory C. Rogers
Looks at a change effort initiated by a human resources manager within a division of TRW. The effort utilizes a change process to try to deal with some of the division's issues around organizational effectiveness, especially that of a long-term strategy. In so doing,... View Details
Keywords: Human Resources; Change Management; Organizational Change and Adaptation; Managerial Roles; Strategy; Problems and Challenges
Citation
Educators
Purchase
Related
Beer, Michael, and Gregory C. Rogers. "TRW's Information Services Division: Strategic Human Resource Management." Harvard Business School Case 496-003, February 1996.
  • August 1996
  • Teaching Note

TRW's Information Services Division: Strategic Human Resource Management TN

By: Michael Beer and Gregory C. Rogers
Teaching Note for (9-496-003). View Details
Citation
Purchase
Related
Beer, Michael, and Gregory C. Rogers. "TRW's Information Services Division: Strategic Human Resource Management TN." Harvard Business School Teaching Note 497-021, August 1996.
  • 1
  • 2
  • …
  • 225
  • 226
  • →
ǁ
Campus Map
Harvard Business School
Soldiers Field
Boston, MA 02163
→Map & Directions
→More Contact Information
  • Make a Gift
  • Site Map
  • Jobs
  • Harvard University
  • Trademarks
  • Policies
  • Accessibility
  • Digital Accessibility
Copyright © President & Fellows of Harvard College.