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Show Results For
-
All HBS Web
(7,254)
- People (50)
- News (2,458)
- Research (3,335)
- Events (12)
- Multimedia (12)
- Faculty Publications (1,748)
- April 2006
- Background Note
Designing Sustainable Service Models
By: Frances X. Frei
Taught as the second module in a Harvard Business School course on Managing Service Operations. Addresses the challenge of designing service models that effectively incorporate a customer operating role, as well as how to align operations to deliver value to both the...
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Keywords:
Business Model;
Customers;
Design;
Managerial Roles;
Consumer Behavior;
Service Operations;
Power and Influence;
Value
Frei, Frances X. "Designing Sustainable Service Models." Harvard Business School Background Note 606-031, April 2006.
- January 2005 (Revised November 2009)
- Case
Tata Consultancy Services
By: Rohit Deshpande and Seth Schulman
As CEO of Tata Consultancy Services (TCS), S. "Ram" Ramadorai had grown the company into an emerging IT services powerhouse, with marquee clients such as General Electric, offices in 32 countries, and revenues of nearly $2 billion dollars. Now, he was about to steer...
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Keywords:
Initial Public Offering;
Job Cuts and Outsourcing;
Labor;
Competitive Strategy;
Information Technology;
Consulting Industry;
India;
United States
Deshpande, Rohit, and Seth Schulman. "Tata Consultancy Services." Harvard Business School Case 505-058, January 2005. (Revised November 2009.)
- March 1994 (Revised September 1995)
- Case
Enron Gas Services
By: Peter Tufano
The CEO of Enron Gas Services (EGS), a subsidiary of the largest U.S. integrated natural gas firm, considers the risks and opportunities of selling a variety of natural gas derivatives, both embedded in gas delivery contracts and as free-standing financial contracts....
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Tufano, Peter, and Sanjay Bhatnagar. "Enron Gas Services." Harvard Business School Case 294-076, March 1994. (Revised September 1995.)
- 2018
- Article
Service Operations: What's Next?
By: Joy M. Field, Liana Victorino, Ryan W. Buell, Michael J. Dixon, Susan M. Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda Roth, Enrico Secchi and Jie J. Zhang
The purpose of this article is to present exciting and innovative research questions in service operations that are aligned with eight key themes and related topics determined by the Journal of Service Management (JOSM) Service Operations Expert Research Panel....
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Field, Joy M., Liana Victorino, Ryan W. Buell, Michael J. Dixon, Susan M. Goldstein, Larry J. Menor, Madeleine E. Pullman, Aleda Roth, Enrico Secchi, and Jie J. Zhang. "Service Operations: What's Next?" Journal of Service Management 29, no. 1 (2018): 55–97.
- March 2005
- Article
Sovereign Debt As a Contingent Claim: A Quantitative Approach
By: Laura Alfaro and Fabio Kanczuk
We construct a dynamic equilibrium model with contingent service and adverse selection to quantitatively study sovereign debt. In the model, benefits of defaulting are tempered by higher future interest rates. For a wide set of parameters, the only equilibrium is one...
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Keywords:
Sovereign Finance;
Borrowing and Debt;
Interest Rates;
Balance and Stability;
Risk and Uncertainty;
Risk Management;
Mathematical Methods;
Management Style;
Segmentation;
Debt Securities;
Banking Industry
Alfaro, Laura, and Fabio Kanczuk. "Sovereign Debt As a Contingent Claim: A Quantitative Approach." Journal of International Economics 65, no. 2 (March 2005).
- 2015
- Book
What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms
Based on decades of collective field experiences, the authors present anecdotal evidence in support of eight things that great service leaders know and do. Great service leaders know that (1) leading a breakthrough service is different, and they take steps to ensure...
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Heskett, James L., W. Earl Sasser, and Leonard A. Schlesinger. What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms. Oakland, CA: Berrett-Koehler Publishers, 2015.
- Research Summary
Managing Marketspace Service Interfaces
Jeffrey F. Rayport is focusing on the strategic challenges that face businesses selling information-intensive products and services. A key strategic issue in such businesses is the dematerialization of information-intensive products and services as a consequence of... View Details
- February 2003 (Revised May 2003)
- Case
Mobile Energy Services Company
By: Benjamin C. Esty and Aldo Sesia
When Al "Chainsaw" Dunlap became CEO of the Scott Paper Co., the company owned a large, vertically integrated production facility in Mobile, Alabama. Dunlap sold part of the production facility, a cogeneration power plant (later known as Mobile Energy Services Co.), to...
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Keywords:
Mergers and Acquisitions;
Risk and Uncertainty;
Contracts;
Agreements and Arrangements;
Investment;
Projects;
Vertical Integration;
Energy Sources;
Bonds;
Ownership;
Restructuring;
Energy Industry;
Alabama
Esty, Benjamin C., and Aldo Sesia. "Mobile Energy Services Company." Harvard Business School Case 203-061, February 2003. (Revised May 2003.)
- Teaching Interest
Leading Professional Service Firms
By: Andy Wu
As entry barriers rapidly disappear, competition is accelerating and reshaping the business landscape for professional service firms. Navigating this continual change successfully requires extraordinary leadership abilities. This professional service firm...
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- June 2014 (Revised January 2017)
- Case
YAAS's Service Center
By: Brian Hall and Sara del Nido
This case is about a compensation change at an automotive service company in the Middle East. The case allows investigation and analysis of many issues related to compensation design and human resource management, and even change management. The focus of the case is...
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Keywords:
Compensation;
Emotions;
Values;
Compensation and Benefits;
Human Resources;
Labor;
Negotiation;
Organizations;
Social Psychology;
Value Creation;
Motivation and Incentives;
Service Industry;
Service Industry;
Kuwait;
Middle East
Hall, Brian, and Sara del Nido. "YAAS's Service Center." Harvard Business School Case 914-049, June 2014. (Revised January 2017.)
- March 2002 (Revised October 2002)
- Background Note
Service on the Internet: The Effect of Physical Service on Scalability
Develops a framework for exploring the idea of, how service affects the economics of Internet organizations. Development of the framework requires an understanding of the different forms service takes in organizations that conduct business through the Internet. These...
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Hallowell, Roger H. "Service on the Internet: The Effect of Physical Service on Scalability." Harvard Business School Background Note 802-146, March 2002. (Revised October 2002.)
- 20 Apr 2011
- Research & Ideas
Blind Spots: We’re Not as Ethical as We Think
Think back to recent events when people making unethical decisions grabbed the headlines. How did auditors approve the books of Enron and Lehman Brothers? How did feeder funds sell Bernard Madoff's invesments? We would never act as they...
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Keywords:
by Sean Silverthorne
- August 2020 (Revised August 2023)
- Case
Nubank: Democratizing Financial Services
By: Michael Chu, Carla Larangeira and Pedro Levindo
Nubank, a wholly-digital solution created to disrupt Brazilian banking, with 6 million clients and a $4 billion valuation after five years, must decide whether to expand to Mexico. The company was founded in São Paulo in 2013 by Colombian-born David Vélez to seize what...
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Keywords:
Fintech;
Financial Inclusion;
Digital Banking;
Credit Cards;
Banks and Banking;
Disruption;
Expansion;
Growth and Development Strategy;
Financial Services Industry;
South America;
Brazil;
North America;
Mexico
Chu, Michael, Carla Larangeira, and Pedro Levindo. "Nubank: Democratizing Financial Services." Harvard Business School Case 321-068, August 2020. (Revised August 2023.)
- June 2014 (Revised January 2017)
- Supplement
YAAS's Service Center (B)
By: Brian Hall and Sara del Nido
This case is about a compensation change at an automotive service company in the Middle East. The case allows investigation and analysis of many issues related to compensation design and human resource management, and even change management. The focus of the case is...
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Keywords:
Compensation;
Emotions;
Values;
Human Resources;
Labor;
Negotiation;
Organizations;
Social Psychology;
Value Creation;
Motivation and Incentives;
Service Industry;
Service Industry;
Kuwait;
Middle East
Hall, Brian, and Sara del Nido. "YAAS's Service Center (B)." Harvard Business School Supplement 914-050, June 2014. (Revised January 2017.)
- 22 Oct 2007
- Research & Ideas
Bringing ‘Lean’ Principles to Service Industries
well-grounded research on how improvements can be brought to services through some of these lean concepts." Not all lean manufacturing ideas translate from factory floor to office cubicle. For example, tools such View Details
- January 2010 (Revised April 2010)
- Case
Credit Suisse Group: Managing Equity Research as a Business
By: Boris Groysberg, Paul M. Healy and Sarah Abbott
In 2003, in the midst of industry turmoil and company-specific challenges, Stefano Natella was named Global Head of Equity Research at Credit Suisse. Over a six-year period, Natella implemented and refined a new methodology for valuing equity research analysts, both...
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Keywords:
Business Model;
Change Management;
Customer Satisfaction;
Compensation and Benefits;
Selection and Staffing;
Balanced Scorecard;
Organizational Change and Adaptation;
Financial Services Industry
Groysberg, Boris, Paul M. Healy, and Sarah Abbott. "Credit Suisse Group: Managing Equity Research as a Business." Harvard Business School Case 410-073, January 2010. (Revised April 2010.)
- April 2006 (Revised March 2007)
- Case
PayPal Merchant Services
By: Thomas R. Eisenmann and Lauren Barley
In early 2006, PayPal management is deciding how to respond to Google's entry into online payments. PayPal, owned by eBay, has targeted online merchants outside eBay's auction community for its next wave of expansion. Google represents a potential threat to PayPal's...
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Keywords:
Internet and the Web;
Competition;
Expansion;
Service Operations;
Auctions;
Web Services Industry;
Web Services Industry
Eisenmann, Thomas R., and Lauren Barley. "PayPal Merchant Services." Harvard Business School Case 806-188, April 2006. (Revised March 2007.)
- November 2003 (Revised July 2014)
- Case
'Walking on a Tightrope': Maintaining London as a Financial Center
By: Geoffrey Jones and Meghan Gallagher-Kernstine
Focuses on the development of London as a leading international financial center and the difficulties it faces maintaining its status. Examines London's history as a financial center from Roman times to the present day. London's position in the 19th century rested on...
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Keywords:
International Finance;
Geographic Location;
Governing Rules, Regulations, and Reforms;
Business History;
Status and Position;
Financial Services Industry;
Europe;
London
Jones, Geoffrey, and Meghan Gallagher-Kernstine. "'Walking on a Tightrope': Maintaining London as a Financial Center." Harvard Business School Case 804-081, November 2003. (Revised July 2014.)
- Web
Statistical & Data Services - Research Computing Services
page. The Research Inbox (research@hbs.edu) is the most prevalent method of contacting RCS and clients typically receive a response within a business day. When reaching out, we recommend sending View Details