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-
All HBS Web
(4,661)
- People (9)
- News (1,993)
- Research (1,971)
- Events (3)
- Multimedia (2)
- Faculty Publications (1,155)
- December 1994
- Supplement
Prodigy Services Company (A)-- Supplement
By: Lynn S. Paine
Allows students to record their personal evaluations of the communications which gave rise to the controversy detailed in Prodigy Services Co. (A).
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Keywords:
Information Technology Industry
Paine, Lynn S. "Prodigy Services Company (A)-- Supplement." Harvard Business School Supplement 395-129, December 1994.
- 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 them with nonprofit and...
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- 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
- 31 Mar 2022
- Op-Ed
Navigating the ‘Bermuda Triangle’ in Professional Services
easy. Small firms operate informally. Continuing an informal approach to management strains performance as a firm grows. Costs begin to increase and errors in operations and service delivery begin to...
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Keywords:
by Ashish Nanda
- August 2004 (Revised April 2005)
- Case
MK Taxi: Private Chauffeur Service
MK Taxi Tokyo has developed a system to allow customers to use their mobile phones to find and contact the cab closest to them, bypassing the dispatch center. The system, called the Private Chauffeur Service (PCS), makes use of NTT's i-mode service, which essentially...
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Keywords:
Information Technology;
Entrepreneurship;
Customer Focus and Relationships;
Transportation;
Mobile and Wireless Technology;
Service Industry;
Service Industry;
Tokyo
McAfee, Andrew P. "MK Taxi: Private Chauffeur Service." Harvard Business School Case 605-029, August 2004. (Revised April 2005.)
- Fast Answer
Managing Service Operations: Research resources for new service design
Where can I begin begin my research for the new service design exercise? The following are highly selected resources for MSO New Service Design exercise. Please contact Baker Library View Details
- 03 Feb 2016
- Research & Ideas
The State of Customer Service Leadership
Good and bad service experiences die hard. Who can forget the hotel receptionist who went above and beyond the call of duty to accommodate a last-minute change in travel plans in contrast to the sulky server at an expensive restaurant who...
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- February 1996 (Revised November 2003)
- Case
Indianapolis: Activity-Based Costing of City Services (A)
By: Robert S. Kaplan
A new administration in the City of Indianapolis is initially determined to privatize many municipal services. Before taking this action, however, the city managers want to know the current cost of performing these services with the municipal workers. Existing...
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Keywords:
Cost Management;
Public Sector;
Activity Based Costing and Management;
Service Delivery;
Privatization;
City;
Indianapolis
Kaplan, Robert S. "Indianapolis: Activity-Based Costing of City Services (A)." Harvard Business School Case 196-115, February 1996. (Revised November 2003.)
- 16 May 2005
- Research & Ideas
Confronting the Reality of Web Services
What's next for Web services? In his case summary "Will Web Services Really Transform Collaboration?" published in the Winter 2005 edition of MIT Sloan Management Review, HBS associate professor Andrew P. McAfee argues that the...
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Keywords:
by Sara Grant
- October 2000 (Revised March 2001)
- Case
eLance.com: Building a Professional Services Marketplace
By: Lynda M. Applegate and Kristin Kohler
Launched as an eBay for services, eLance promises to leverage the capabilities of the Internet to not only change the way services are bought and sold, but change the fundamental dynamics of the global economy. Building on theories posited in the HBR article by Tim...
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Keywords:
Entrepreneurship;
Technological Innovation;
Job Search;
Business or Company Management;
Growth and Development Strategy;
Business Strategy;
Competitive Strategy;
Web Sites;
Information Technology Industry;
Information Technology Industry
Applegate, Lynda M., and Kristin Kohler. "eLance.com: Building a Professional Services Marketplace." Harvard Business School Case 801-224, October 2000. (Revised March 2001.)
- 11 Dec 2012
- News
Volunteers on the frontline of services delivery
- July 2007 (Revised October 2007)
- Teaching Note
PayPal Merchant Services (TN)
- January 2012 (Revised March 2013)
- Case
Ctrip: Scientifically Managing Travel Services
By: David A. Garvin and Nancy Hua Dai
Ctrip is a $437 million Chinese on-line travel services company with a scientific, data driven approach to management. The case explores Ctrip's founding and early growth, its expansion into multiple market segments including hotel reservations, air ticketing, leisure...
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Keywords:
Scientific Management;
Data-driven Management;
Management;
Expansion;
Business Growth and Maturation;
Market Entry and Exit;
Mathematical Methods;
Business Processes;
Information Management;
Travel Industry;
China
Garvin, David A., and Nancy Hua Dai. "Ctrip: Scientifically Managing Travel Services." Harvard Business School Case 312-092, January 2012. (Revised March 2013.)
- 15 Feb 2000
- Lessons from the Classroom
Delivering Information Services: A 30-Year Perspective
As the information economy emerges and technology transforms "business-as-usual," senior-level executives need to understand the "big picture" of how IT impacts their entire organization—from top to bottom. The HBS...
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Keywords:
by Staff
- 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...
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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 (A)." Harvard Business School Case 198-146, June 1998. (Revised August 2001.)
- Web
Baker Library Services - Alumni
Finding industry overviews and company profiles Gathering articles on trends on a specific industry, topic or subject Identifying biographical information to support networking Remote Services Ask a question...
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- 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...
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- 01 Sep 2005
- News
Service Leadership Fellows Named
Eight members of the Class of 2005 left Soldiers Field last spring with one-year fellowships coordinated by the HBS Service Leadership Fellows Program. The program encourages graduating students to gain experience in nonprofit and...
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- 22 Jan 2008
- Research & Ideas
New Challenges in Leading Professional Services
Professional service firms—law firms, financial services firms, money management firms, private equity firms, hedge funds, management consultants, advertising agencies—are the most challenging and exciting...
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- May 2002
- Background Note
Exporting IT-Enabled Services from Developing Countries
Explores the phenomenon of IT-enabled services (ITES) exports from developing countries. Reviews the business and technical drivers of this phenomenon, describes major segments of the industry, discusses key challenges facing these firms, and profiles seven ITES firms.
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Kennedy, Robert E., and Lisa Lewis. "Exporting IT-Enabled Services from Developing Countries." Harvard Business School Background Note 702-064, May 2002.