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Show Results For
- All HBS Web
(5,139)
- People (38)
- News (1,642)
- Research (2,473)
- Events (13)
- Multimedia (10)
- Faculty Publications (1,103)
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- Forthcoming
- Article
You've Got Mail! The Late 19th-Century U.S. Postal Service Expansion, Firm Creation, and Firm Performance
By: Astrid Marinoni and Maria P. Roche
This paper examines the impact of the expansion of the US Postal Service in the late 19th century
on firm creation and performance. Utilizing newly digitized archival data on historic business establishments,
post office locations, and road networks in California,... View Details
Keywords: Institutional Innovation; Knowledge Exchange; US Postal Service; Firm Performance; Infrastructure; Expansion; Government Administration; Communication; Business History; Entrepreneurship; Public Administration Industry; California
Marinoni, Astrid, and Maria P. Roche. "You've Got Mail! The Late 19th-Century U.S. Postal Service Expansion, Firm Creation, and Firm Performance." Management Science (forthcoming). (Pre-published online January 15, 2025.)
- 2017
- Working Paper
Inequality in Knowledge Repository Use in Scaling Service Operations
By: Melissa A. Valentine, Tom Fangyun Tan, Bradley R. Staats and Amy C. Edmondson
To scale service operations requires sharing knowledge across the organization. However, prior work highlights that individuals on the periphery of organizational knowledge sharing networks may struggle to access useful knowledge at work. A knowledge repository (KR)... View Details
Keywords: Knowledge Repository; Scaling Service Operations; Fluid Teams; Groups and Teams; Knowledge Management; Performance
Valentine, Melissa A., Tom Fangyun Tan, Bradley R. Staats, and Amy C. Edmondson. "Inequality in Knowledge Repository Use in Scaling Service Operations." Harvard Business School Working Paper, No. 13-001, July 2012. (Revised August 2017.)
- 2006
- Book
Service Productivity Management: Improving Service Performance Using Data Envelopment Analysis
By: H. David Sherman and Joe Zhu
Here is an in-depth guide to the most powerful available benchmarking technique for improving service organization performance—Data Envelopment Analysis (DEA). The book outlines DEA as a benchmarking technique, identifies high cost service units, isolates specific... View Details
Sherman, H. David, and Joe Zhu. Service Productivity Management: Improving Service Performance Using Data Envelopment Analysis. Boston, MA: Springer, 2006.
- March 2025
- Case
Managing Religion in the Workplace: Abercrombie & Fitch and The United States Postal Service
By: Derek C. M. van Bever, Nien-he Hsieh and Matthew Souba
- 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
Buell, Ryan W., and Andrew Otazo. "IDEO: Human-Centered Service Design." Harvard Business School Case 615-022, October 2014. (Revised January 2016.)
- Research Summary
Using IT to Leverage Human Resources in Services
Discussion of the Internet and IT to date concentrates on how they will replace, rather than support, human service providers. While this approach is appropriate for a few firms, it is inadequate for many. The Internet and other information technology... View Details
- 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
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
- 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
Gardner, Heidi K., and Silvia Hodges Silverstein. "GlaxoSmithKline: Sourcing Complex Professional Services." Harvard Business School Case 414-003, September 2013. (Revised February 2016.)
- July 2023
- Article
Marketplace Scalability and Strategic Use of Platform Investment
By: Jin Li, Gary Pisano, Richard Xu and Feng Zhu
The scalability of a marketplace depends on the operations of the marketplace platform as well as its sellers’ capacities. In this study, we explore one strategy that a marketplace platform can use to enhance its scalability: providing an ancillary service to sellers.... View Details
Li, Jin, Gary Pisano, Richard Xu, and Feng Zhu. "Marketplace Scalability and Strategic Use of Platform Investment." Management Science 69, no. 7 (July 2023): 3958–3975.
- Article
Doing Business with Strangers: Reputation in Online Service Marketplaces
By: Antonio Moreno and Christian Terwiesch
Online service marketplaces allow service buyers to post their project requests and service providers to bid for them. To reduce the transactional risks, marketplaces typically track and publish previous seller performance. By analyzing a detailed transactional data... View Details
Moreno, Antonio, and Christian Terwiesch. "Doing Business with Strangers: Reputation in Online Service Marketplaces." Information Systems Research 25, no. 4 (December 2014): 865–886.
- Article
What Professional Service Firms Must Do to Thrive
By: Ashish Nanda and Das Narayandas
When the going gets tough, professional service firms (PSFs) often get desperate and chase all kinds of business just to keep the lights on. Consultancies, financial services firms, VC/PE firms, and the like offer services and sign up clients they should never have... View Details
Keywords: Professional Service Firms; Client Mix; Strategic Positioning; Organizations; Performance Effectiveness; Decision Making; Framework
Nanda, Ashish, and Das Narayandas. "What Professional Service Firms Must Do to Thrive." Harvard Business Review 99, no. 2 (March–April 2021): 98–107.
- February 2021 (Revised May 2021)
- Case
SafeGraph: Selling Data as a Service
By: Ramana Nanda, Abhishek Nagaraj and Allison Ciechanover
Set in January 2021, the CEO of SafeGraph, a four-year-old startup that sold Data as a Service, looked to the future. His aim was to become the most trusted source for data about a physical place. The company provided points of interest (POI) and foot traffic data on... View Details
Keywords: Data As A Service; Monetization; Pricing; Business Startups; Analytics and Data Science; Consumer Behavior; Analysis; Business Model; Health Pandemics; Information Industry; United States
Nanda, Ramana, Abhishek Nagaraj, and Allison Ciechanover. "SafeGraph: Selling Data as a Service." Harvard Business School Case 821-082, February 2021. (Revised May 2021.)
- Article
Evidence of a Modest Price Decline in US Broadband Services
By: Shane Greenstein and Ryan McDevitt
Greenstein, Shane, and Ryan McDevitt. "Evidence of a Modest Price Decline in US Broadband Services." Information Economics and Policy 23, no. 2 (June 2011): 200–211.
- 03 Feb 2003
- Research & Ideas
Web Services
will drive its adoption of Web services: the movement from proprietary to more commonly used technologies; a shift from mechanical systems to those driven by computer connections; and the development of cars that are always "on the... View Details
- January 2005 (Revised March 2008)
- Exercise
New Service Design Exercise
By: Frances X. Frei
Used in the second module of a course on Managing Service Operations, which addresses the design of sustainable service models (606-031). Provides an opportunity for students to design a new service offering, paying careful attention to the link between strategic... View Details
Frei, Frances X. "New Service Design Exercise." Harvard Business School Exercise 605-053, January 2005. (Revised March 2008.)
- 11 Apr 2000
- Research & Ideas
Financial Services 24/7
Juno Online Services in an effort to attract more clients, and it is banking on retaining customers by offering benefits such as discounts when using a Wingspanbank credit card at certain e-commerce sites.... View Details
Keywords: by Susan Young
- September 2019
- Article
The Persistence of Broadband User Behavior: Implications for Universal Service and Competition Policy
By: Andre Boik, Shane Greenstein and Jeffrey Prince
In several markets, firms compete not for consumer expenditure but consumer attention. We examine user priorities over the allocation of their time, and interpret that behavior in light of salient tensions in policy discussions over universal service, data caps, and... View Details
Keywords: Broadband Service; Attention Allocation; Consumer Behavior; Household; Internet and the Web; Competition; Policy
Boik, Andre, Shane Greenstein, and Jeffrey Prince. "The Persistence of Broadband User Behavior: Implications for Universal Service and Competition Policy." Telecommunications Policy 43, no. 8 (September 2019).
- November 1992
- Background Note
Note on Service Mapping
By: James L. Heskett
Illustrates a simple technique for diagramming operations flows in service companies. Can be used to help structure analysis and discussion of cases involving sequenced operations. View Details
Keywords: Management Analysis, Tools, and Techniques; Operations; Business Processes; Organizational Structure; Service Industry
Heskett, James L. "Note on Service Mapping." Harvard Business School Background Note 693-065, November 1992.
- October 2020
- Article
The Supply Chain Economy: A New Industry Categorization for Understanding Innovation in Services
By: Mercedes Delgado and Karen G. Mills
An active debate has centered on the importance of manufacturing for driving innovation in the U.S. economy. This paper offers an alternative framework that focuses on the role of suppliers of goods and services (the “supply chain economy”) in national performance. We... View Details
Keywords: Supply Chain Industries; Business-to-consumer Industries; Services; Innovation; Economy; Framework; Supply Chain; Service Operations; Innovation and Invention; Economic Growth; United States
Delgado, Mercedes, and Karen G. Mills. "The Supply Chain Economy: A New Industry Categorization for Understanding Innovation in Services." Research Policy 49, no. 8 (October 2020).