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Show Results For
-
All HBS Web
(980)
- People (1)
- News (143)
- Research (702)
- Multimedia (3)
- Faculty Publications (507)
- 04 Apr 2011
- Research & Ideas
Attention Medical Shoppers: What Health Care Can Learn from Walmart and Amazon
and counting, according to research—that the human body can fail. "The delivery of health care is arguably the delivery of 13,360 different service lines, town by town, of...
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- April 2000 (Revised June 2000)
- Case
Everdream
Silicon Valley start-up Everdream wants to turn the provision of PCs to small business into a turnkey service including excellent 24/7 support. This case explores what this will take by focusing on the question of what, if anything, Everdream can guarantee.
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Keywords:
Service Delivery;
Information Infrastructure;
Business Startups;
Service Industry;
Service Industry;
California
Hallowell, Roger H., and Christina L. Darwall. "Everdream." Harvard Business School Case 800-251, April 2000. (Revised June 2000.)
- Forthcoming
- Book
Innovating in Healthcare: Creating Breakthrough Tech, Services, Drugs, Products, and Business Models
Innovating in Healthcare offers effective approaches for designing, reworking, and implementing innovative healthcare services, products, and business models. It will help anyone working in healthcare service or product development, from hospitals to startups,...
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Keywords:
Health Care and Treatment;
Service Delivery;
Product Development;
Business Model;
Innovation and Invention;
Health Industry
Herzlinger, Regina E. Innovating in Healthcare: Creating Breakthrough Tech, Services, Drugs, Products, and Business Models. Boston, MA: John Wiley & Sons, forthcoming.
- October 2007 (Revised December 2007)
- Case
TiVo 2007: DVRs and Beyond
By: David B. Yoffie and Michael Slind
Tom Rogers, CEO of TiVo, had placed multiple strategic bets on his company. In September 2007, that strategy was due for a major test. TiVo was a maker of digital video recorder (DVR) products and a distributor of DVR technology. Rogers believed that macro-trends in...
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Keywords:
Advertising;
Business Model;
Television Entertainment;
Intellectual Property;
Lawsuits and Litigation;
Management Analysis, Tools, and Techniques;
Distribution;
Problems and Challenges;
Partners and Partnerships;
Research;
Internet;
Entertainment and Recreation Industry;
United States
Yoffie, David B., and Michael Slind. "TiVo 2007: DVRs and Beyond." Harvard Business School Case 708-401, October 2007. (Revised December 2007.)
- December 2010
- Supplement
Rackspace Hosting (2000)
By: W. Earl Sasser, James L. Heskett and Tom Ryder
The leadership team of Rackspace, faced with accommodation of its service offering and dwindling financial reserves, decides to make customer focus the rallying cry of its new strategy.
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Keywords:
Customer Focus and Relationships;
Planning;
Organizational Change and Adaptation;
Service Delivery;
Strategy;
Finance;
Information Technology Industry
Sasser, W. Earl, James L. Heskett, and Tom Ryder. "Rackspace Hosting (2000)." Harvard Business School Video Supplement 811-701, December 2010.
- February 2000 (Revised April 2003)
- Case
InSite Marketing Technology (A)
By: Lynda M. Applegate, Genevieve J.S. Feraud and Sheila L Marcelo
Introduces students to products and services that improve customers' online shopping experience. Also discusses the challenges of marketing new product concepts and finding funding for start-up ventures.
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Keywords:
Customer Focus and Relationships;
Financing and Loans;
Technological Innovation;
Business or Company Management;
Marketing Strategy;
Product Launch;
Service Delivery;
Competitive Strategy;
Competitive Advantage;
Service Industry;
Service Industry
Applegate, Lynda M., Genevieve J.S. Feraud, and Sheila L Marcelo. "InSite Marketing Technology (A)." Harvard Business School Case 800-279, February 2000. (Revised April 2003.)
- 28 Sep 2015
- Research & Ideas
Six Lessons from Mobile Money Ventures in Developing Countries
mobile money service, so it’s important for operators to reach out to regulators early to gather input. Lal found that a test-and-learn approach is best, with regulators establishing guidelines that allow mobile money operators to experiment with different View Details
- June 2008
- Case
Brigham and Women's Hospital: Shapiro Cardiovascular Center
By: Michael E. Porter, Robert S. Huckman and Jeremy Lance Friese
Considers the situation facing Gary Gottlieb, president of Brigham and Women's Hospital (BWH), prior to the opening of BWH's integrated cardiovascular center. This case allows students to develop an appreciation of the strategic, financial, organizational, clinical,...
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Keywords:
Health Care and Treatment;
Health Disorders;
Service Delivery;
Organizational Design;
Integration;
Health Industry
Porter, Michael E., Robert S. Huckman, and Jeremy Lance Friese. "Brigham and Women's Hospital: Shapiro Cardiovascular Center." Harvard Business School Case 608-175, June 2008.
- 10 Apr 2013
- Research & Ideas
Learning Curve: Making the Most of Outsourcing
the vendor of outsourced services can improve the efficiency and perhaps the quality of services delivered—particularly in health care, where outsourcing is on the rise. In research recently published in the...
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- March 2000 (Revised November 2001)
- Case
Rosenbluth International and Biztravel.com
Rosenbluth, the third largest U.S. travel agency, uses the Internet to serve new customers with a high-service strategy. Rosenbluth acquires Biztravel.com and integrates the customer support and logistics aspects of service delivery.
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Keywords:
Horizontal Integration;
Internet and the Web;
Service Delivery;
Acquisition;
Travel Industry;
United States
Hallowell, Roger H. "Rosenbluth International and Biztravel.com." Harvard Business School Case 800-356, March 2000. (Revised November 2001.)
- February 2013 (Revised December 2015)
- Case
Groom Energy Solutions: Selling Efficiency
By: Michael W. Toffel, Kira R. Fabrizio and Stephanie van Sice
Groom Energy Solutions helps organizations reduce their energy use and costs through the implementation of energy efficiency measures, which create long-term financial and environmental benefits. With early success serving customers in the cold storage and industrial...
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Keywords:
Groom Energy Solutions;
Jon Guerster;
Salem, MA;
Energy Management;
Energy Efficiency Paradox;
Sustainability Management;
Manufacturing;
Cold Storage;
Commercial Real Estate;
Enterprise Smart Grid;
Carbon Accounting;
LED Lighting;
Sustainability Research;
Entrepreneurship;
Environmental Entrepreneurship;
Energy Entrepreneurship;
Energy Services;
Electricity;
Startup;
Expansion;
Growth;
Sustainability;
Business Startups;
Forecasting and Prediction;
Energy Conservation;
Revenue;
Geographic Location;
Human Resources;
Management;
Growth and Development Strategy;
Market Entry and Exit;
Operations;
Service Delivery;
Strategic Planning;
Science;
Environmental Sustainability;
Climate Change;
Society;
Social Issues;
Technology Adoption;
Energy Industry;
Green Technology Industry;
Technology Industry;
Utilities Industry;
United States;
Boston
Toffel, Michael W., Kira R. Fabrizio, and Stephanie van Sice. "Groom Energy Solutions: Selling Efficiency." Harvard Business School Case 613-054, February 2013. (Revised December 2015.)
- 2018
- Article
Insight into Gender Differences in STEM: Evidence from Peer Reviews in an Engineering Class
By: Jacqueline N. Lane, Bruce Ankenman and Seyed Iravani
As the service industry moves toward self-service, peer feedback serves a critical role in this shift for educational services. Peer feedback is a process by which students provide feedback to each other. One of its major benefits is that it enables students to become...
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Keywords:
Peer Review;
Peer Feedback;
STEM Education;
Anonymity;
Education;
Gender;
Education Industry
Lane, Jacqueline N., Bruce Ankenman, and Seyed Iravani. "Insight into Gender Differences in STEM: Evidence from Peer Reviews in an Engineering Class." Service Science 10, no. 4 (2018): 442–456.
- March 2010 (Revised April 2014)
- Case
American Well: The Doctor Will E-See You Now
By: Elie Ofek and Ron Laufer
What is next for healthcare IT provider American Well, whose innovative Online Care technology allows physicians to deliver care to patients online in real time? Using American Well's platform, patients with non-emergency health concerns can communicate with physicians...
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Keywords:
Entrepreneurship;
Health Care and Treatment;
Technological Innovation;
Growth and Development Strategy;
Market Entry and Exit;
Service Delivery;
Online Technology;
Health Industry
Ofek, Elie, and Ron Laufer. "American Well: The Doctor Will E-See You Now." Harvard Business School Case 510-061, March 2010. (Revised April 2014.)
- October 1989
- Case
Federal Express: The Money Back Guarantee (A)
Discusses a large overnight express company, which guarantees its service, and which has created a major headache for one of its customers. The problem exposes deficiencies in its service and in the guarantee it has advertised heavily. A formal complaint is made to the...
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Hart, Christopher. "Federal Express: The Money Back Guarantee (A)." Harvard Business School Case 690-004, October 1989.
- October 1999 (Revised November 1999)
- Case
Wit Capital: Evolution of the Online Investment Bank
Wit Capital brings democracy to the IPO process via the World Wide Web. This case encourages debate about the role service will play in this technology-intermediated investment bank and the sources and sustainability of its competitive advantage.
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Keywords:
Initial Public Offering;
Service Delivery;
Competitive Advantage;
Investment Banking;
Web;
Banking Industry
Hallowell, Roger H., and Tonicia C. Hampton. "Wit Capital: Evolution of the Online Investment Bank." Harvard Business School Case 800-145, October 1999. (Revised November 1999.)
- September 2001 (Revised October 2002)
- Case
Virgin Group, The: Filling in the Value Gap
By: Frances X. Frei, Hanna Rodriguez-Farrar and Corey B. Hajim
Chronicles the successes and failures of the Virgin Group. By examining these examples, students discover attributes of Virgin's overall service concept, which, at its core, competes on quality rather than on price. Students are challenged to consider how Virgin might...
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Keywords:
Quality;
Competition;
Price;
Business Conglomerates;
Service Operations;
Service Delivery;
Market Entry and Exit
Frei, Frances X., Hanna Rodriguez-Farrar, and Corey B. Hajim. "Virgin Group, The: Filling in the Value Gap." Harvard Business School Case 602-057, September 2001. (Revised October 2002.)
- December 2009 (Revised May 2012)
- Case
Koo Foundation Sun Yat-Sen Cancer Center: Breast Cancer Care in Taiwan
By: Michael E. Porter, Jennifer F Baron and C. Jason Wang
Taiwan's Koo Foundation Sun Yat-Sen Cancer Center has developed an integrated, team-based care delivery model for breast cancer care that is being expanded to other cancer types in 2009. A decade earlier, President and CEO Dr. Andrew Huang and the Center had worked...
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Keywords:
Health Care and Treatment;
Medical Specialties;
Service Delivery;
Outcome or Result;
Performance Effectiveness;
Quality;
Integration;
Health Industry;
Insurance Industry;
Taiwan
Porter, Michael E., Jennifer F Baron, and C. Jason Wang. "Koo Foundation Sun Yat-Sen Cancer Center: Breast Cancer Care in Taiwan." Harvard Business School Case 710-425, December 2009. (Revised May 2012.)
- May 2021
- Simulation
Customer Compatibility Exercise Application
By: Ryan W. Buell
Customers impose considerable variability on the operating systems of service organizations. They show up when they wish (arrival variability), they ask for different things (request variability), they vary in their willingness and ability to help themselves (effort...
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- Program
Competing in the Age of AI—Virtual
on service delivery Digital officers, technology officers, and individuals building and launching data science and analytics Attend with a team from your organization to foster fruitful collaboration and...
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- May 2007 (Revised July 2011)
- Case
The West German Headache Center: Integrated Migraine Care
By: Michael E. Porter, Clemens Guth and Elisa M. Dannemiller
Describes the joint efforts of the German health plan KKH and Essen University Hospital to develop an integrated practice unit (IPU), and the West German Headache Center's efforts to improve the quality of migraine care. Provides an overview of the German health care...
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Keywords:
Business Model;
Health Care and Treatment;
Medical Specialties;
Industry Structures;
Service Delivery;
Integration;
Health Industry;
Germany
Porter, Michael E., Clemens Guth, and Elisa M. Dannemiller. "The West German Headache Center: Integrated Migraine Care." Harvard Business School Case 707-559, May 2007. (Revised July 2011.)