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Show Results For
- All HBS Web
(3,958)
- People (11)
- News (1,108)
- Research (2,206)
- Events (3)
- Multimedia (5)
- Faculty Publications (1,440)
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- 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
- 01 Apr 2002
- News
Charting the Luminary Leadership in Professional Service Firms
Charting the Luminary Leadership in Professional Service Firms In their new book Aligning the Stars: How to Succeed When Professionals Drive Results (Harvard Business School Press), HBS professor Jay W. Lorsch and former Bain & Company... View Details
- 01 Sep 2003
- News
Incentives and Operational Excellence
Operational problems can be the cause of an organization’s demise. Often they can be traced to poor controls in interorganizational settings, according to HBS associate professor V.G. Narayanan, a specialist in measurement systems and... View Details
- 25 Jun 2011
- News
It's Africa calling for mobile operators
- 14 Sep 2015
- News
Rewriting the Rules of Service Competition
- 01 Feb 2000
- News
Financial Services 24/7
Already, Crane asserts, "you can't talk about banking without talking about trading." Thus the "bank" of the future is likely to be a multifaceted online financial services operation that will make today's... View Details
Keywords: Susan Young
- 01 Sep 2022
- News
Selling with Service
- 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
- 04 May 2011
- News
Recipes from the COC (Chief Operating Cook)
A spicy chickpea dish © Kirti Poddar on Flickr When Dean Nitin Nohria sat down for an interview with us last September, we asked: "What do you like to do for fun?" His answer: "I love to cook. I'm vegetarian, and I cook Indian and Italian food. At home, I'm the chef.... View Details
- 11 Feb 2015
- News
Dedicated to a public service mission
Western Pacific deployments during Operations Enduring Freedom and Iraqi Freedom, then joined the private sector at Caustic Soda and, more recently, Dow Solar. Outside the office, he has actively volunteered at his local church and a... View Details
- 15 May 2013
- News
Sustainability in Financial Services Is Not About Being Green
- 01 Jun 2004
- News
Alumni Clubs Click with New Web Services
delivers easy-to-use, feature-rich Web site and club management services to alumni clubs and associations. The move came in response to requests from clubs for more technical assistance, says John Beckvold, director of finance and View Details
- 20 Jul 2012
- News
Use Social Media to Partner with Customers and Improve Service
- 14 Oct 2014
- News
Financial Services Support Mexico’s Most Underserved Communities
Alvaro Rodriguez-Arregui (MBA 1995), cofounder and managing partner of Ignia, explains how his organization’s impact investing has brought personal finance services to residents of the largest slum in Mexico City while also strengthening... View Details
- 01 Oct 1996
- News
"Service-Profit Chain" Links Members of Service Management Unit
service, at HBS and beyond. Members of the unit have written case studies not only for the Service Management elective but also for other units, such as Technology and Operations Management, Organizational... View Details
Keywords: Susan Young
- 01 Apr 2000
- News
Rethinking Call Centers: Effective Delivery of Service is Key
services industry, where call centers have moved beyond their most obvious function -- as low-cost channels for resolving a myriad of customer concerns -- to become a powerful means of service delivery with... View Details
- 11 May 2022
- News
Are You Tracking the Customer Service Metrics That Really Count?
- 01 Dec 2015
- News
Research Brief: What Makes a Mobile Money Service Thrive in an Emerging Market?
Ishan Sachdev (MBA 2013) Since 2009, more than 80 mobile money services have popped up in emerging markets to offer financial services to the millions of people who have a cell phone but no traditional bank... View Details
Keywords: Erin Peterson