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All HBS Web
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- Faculty Publications (365)
- December 1996 (Revised July 2002)
- Background Note
Note on Marketing and the Internet
By: John A. Deighton, Alison Berkley and John Barabino
The World Wide Web is new, a comprehensive marketing environment. It is a medium for direct marketing, for retailing and distribution, for the delivery of service and product elements, for marketing research, and even for posting and testing prices. This note explores...
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Deighton, John A., Alison Berkley, and John Barabino. "Note on Marketing and the Internet." Harvard Business School Background Note 597-037, December 1996. (Revised July 2002.)
- September 1996 (Revised June 1997)
- Case
QVC, Inc.
Illustrates the "Service Profit Chain" in action. QVC, whose initials stand for Quality, Value,, and Convenience, demonstrates clearly how a strong customer focus can lead to establishing a strong franchise in the retail sector and a highly profitable business whose...
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Rayport, Jeffrey F., and Dickson Louie. "QVC, Inc." Harvard Business School Case 897-050, September 1996. (Revised June 1997.)
- 1996
- Chapter
Commercial Technology: Imaginative Understanding of User Needs
By: D. A. Leonard and J. Doyle
- 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.)
- November 1995 (Revised March 2004)
- Case
Massachusetts General Hospital: CABG Surgery (A)
By: Steven C. Wheelwright and James Weber
A cross-functional team at Massachusetts General Hospital tries to reengineer the service delivery process (the "care path") for heart bypass surgery (CABG) in order to shorten hospital stays (and lower costs) while maintaining/enhancing the quality of care provided.
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Keywords:
Health Care and Treatment;
Medical Specialties;
Business Processes;
Mission and Purpose;
Product Positioning;
Product Marketing;
Management Practices and Processes;
Customer Satisfaction;
Service Delivery;
Service Operations;
Fair Value Accounting;
Ethics;
Pharmaceutical Industry;
Health Industry;
Massachusetts
Wheelwright, Steven C., and James Weber. "Massachusetts General Hospital: CABG Surgery (A)." Harvard Business School Case 696-015, November 1995. (Revised March 2004.)
- 1995
- Book
Concurrent Marketing: Integrating Product, Sales, and Service
Cespedes, Frank V. Concurrent Marketing: Integrating Product, Sales, and Service. Boston: Harvard Business School Press, 1995.
- January 1995 (Revised September 1997)
- Case
TV Guide (B)
TV Guide, the nation's most profitable and largest magazine, attempts entry into the world of electronic publishing. The crux of TV Guide's strategy is to transform the magazine's content into a centralized database that can be accessed by new businesses, like...
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Keywords:
Market Entry and Exit;
Service Delivery;
Information Technology;
Marketing;
Information Publishing;
Service Industry;
Service Industry
Rayport, Jeffrey F., and Steven M. Salzinger. "TV Guide (B)." Harvard Business School Case 395-032, January 1995. (Revised September 1997.)
- October 1994 (Revised November 1994)
- Case
British Airways: Using Information Systems to Better Serve the Customer
By: W. Earl Sasser and Norman Klein
Explores the uses of scanning technology, interactive software, and powerful data bases to assist customer relations representatives in resolving customer complaints. Competitive alliances in international markets are noted, but the focus is on the evolving commitment...
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Keywords:
Debates;
Customer Focus and Relationships;
Globalized Markets and Industries;
Service Delivery;
Alliances;
Information Technology;
Aerospace Industry
Sasser, W. Earl, and Norman Klein. "British Airways: Using Information Systems to Better Serve the Customer." Harvard Business School Case 395-065, October 1994. (Revised November 1994.)
- October 1994 (Revised March 1999)
- Case
Ritz-Carlton: Using Information Systems to Better Serve the Customer
By: W. Earl Sasser, Thomas O. Jones and Norman Klein
Explores the interface of an information system that keeps track of guests and their preferences, and the people systems that deliver multiple services at Ritz-Carlton hotels. The luxury hotel chain's unique service credo and commitment to quality principles are...
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Keywords:
Competency and Skills;
Customer Satisfaction;
Training;
Recruitment;
Service Delivery;
Supply Chain Management;
Luxury;
Balance and Stability;
Information Technology
Sasser, W. Earl, Thomas O. Jones, and Norman Klein. "Ritz-Carlton: Using Information Systems to Better Serve the Customer." Harvard Business School Case 395-064, October 1994. (Revised March 1999.)
- August 1994 (Revised January 1999)
- Case
Taco Bell Corporation (Abridged Update)
By: James L. Heskett
Taco Bell's management has developed plans to establish 100,000 points of service for its fast food business. Clearly, this will require significantly different approaches to management and organization.
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Keywords:
Business Plan;
Growth and Development Strategy;
Service Delivery;
Organizations;
Food and Beverage Industry
Heskett, James L. "Taco Bell Corporation (Abridged Update)." Harvard Business School Case 395-010, August 1994. (Revised January 1999.)
- August 1994 (Revised May 1995)
- Case
Engineering Inspection & Insurance Company
By: Robert H. Hayes
Engineering Inspection & Insurance Co. (EIIC) is a small but highly successful company that offers machinery and boiler inspection and insurance services. After years of above-average growth and profits, both are retreating toward the industry average, policy delivery...
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Keywords:
Service Operations;
Business Strategy;
Organizational Design;
Organizational Structure;
Insurance;
Strategic Planning;
Problems and Challenges;
Insurance Industry;
United States
Hayes, Robert H. "Engineering Inspection & Insurance Company." Harvard Business School Case 695-009, August 1994. (Revised May 1995.)
- July 1994 (Revised January 1997)
- Case
Steamboat Ski & Resort Corporation
The largest ski resort in Colorado must determine how to select customer segments to focus its promotional and service-delivery efforts. Making segmentation work depends on reordering its pricing policy and "service packages."
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Rayport, Jeffrey F., Mary E. Callahan, Don Bramley, Katie King, and Hilary Nicholas. "Steamboat Ski & Resort Corporation." Harvard Business School Case 395-019, July 1994. (Revised January 1997.)
- May 1994 (Revised September 1994)
- Case
STAR TV (A)
By: Michael Y. Yoshino and J. Peter Williamson
Concerns the decision whether or not to launch a satellite television service in Asia in the 1990-1991 period. STAR TV was a joint venture between Hutchison Whampoa and Li-Ka Shing and was established to launch such a service. Li-Ka Shing's son, Richard, was CEO....
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Keywords:
Joint Ventures;
Decisions;
Product Launch;
Service Delivery;
Adaptation;
Entertainment and Recreation Industry;
Asia;
Europe;
United States
Yoshino, Michael Y., and J. Peter Williamson. "STAR TV (A)." Harvard Business School Case 394-212, May 1994. (Revised September 1994.)
- 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.)
- January 1994 (Revised May 1995)
- Case
Xerox: Design for the Environment
In 1990, Xerox undertook an "Environmental Leadership Program" designed to make Xerox an industry leader in non-polluting operations, recycling, and products actually designed for the environment. This effort flowed naturally out of the system of total quality...
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Keywords:
Product Design;
Production;
Service Delivery;
Service Operations;
Organizational Design;
Environmental Sustainability
Vietor, Richard H.K. "Xerox: Design for the Environment." Harvard Business School Case 794-022, January 1994. (Revised May 1995.)
- May 1993 (Revised July 1995)
- Case
Air Miles
By: John A. Quelch
The chairman and CEO of a U.K.-based frequent buyer travel award program is planning on launching in North America. Management must determine the marketing strategy to be used, specifically how the U.K. program should be altered, whether the U.S. and Canadian markets...
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Keywords:
Marketing Strategy;
Service Delivery;
Market Entry and Exit;
Adaptation;
Product Launch;
Service Industry;
Canada;
United Kingdom;
United States
Quelch, John A. "Air Miles." Harvard Business School Case 593-102, May 1993. (Revised July 1995.)
- April 1993 (Revised May 2009)
- Case
Aravind Eye Hospital, Madurai, India: In Service for Sight, The
Starting as a modest 20-bed hospital, Aravind had grown into a 1,400-bed hospital complex by 1992. It had by then screened 3.65 million patients and performed 335,000 cataract surgeries, nearly 70% of them free of cost for the poorest of India's blind population....
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Keywords:
Developing Countries and Economies;
Social Marketing;
Service Delivery;
Service Operations;
Welfare;
Expansion;
Health Industry;
India
Rangan, V. Kasturi. "Aravind Eye Hospital, Madurai, India: In Service for Sight, The." Harvard Business School Case 593-098, April 1993. (Revised May 2009.)
- March 1993 (Revised April 1995)
- Case
IBM After-Sales Service
IBM has established a service delivery system to provide service and maintenance parts for its installed base of computers. The case outlines the competitive pressures IBM faces from alternative providers of maintenance services (e.g. other OEMs, third-party...
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Keywords:
Service Delivery;
Service Operations;
Supply Chain;
Supply Chain Management;
Logistics;
Operations;
Distribution;
Customer Focus and Relationships;
Competitive Strategy;
Computer Industry
Hammond, Janice H. "IBM After-Sales Service." Harvard Business School Case 693-001, March 1993. (Revised April 1995.)
- September 1992 (Revised January 1993)
- Case
Courtyard by Marriott
By: James L. Heskett and Roger H. Hallowell
Courtyard by Marriott, a chain of modestly priced hotels, weighs its future options regarding human resources, its service delivery system, and management structure. Fairfield Inn, another Marriott product, is discussed for contrast.
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Keywords:
Human Resources;
Service Operations;
Brands and Branding;
Management Systems;
Decision Making;
Service Industry;
Service Industry
Heskett, James L., and Roger H. Hallowell. "Courtyard by Marriott." Harvard Business School Case 693-036, September 1992. (Revised January 1993.)
- August 1992
- Case
Otis Pacific Asia Operations (A): National Challenges
Describes the elevator market and Otis's competitive position in four markets: Hong Kong, Malaysia, India, and Japan. The student is asked to evaluate the strategic and competitive challenges in each market, especially in light of strong Japanese competition across the...
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Keywords:
Marketing Strategy;
Network Effects;
Problems and Challenges;
Global Strategy;
Goals and Objectives;
Service Delivery;
Competitive Advantage;
Competition;
Technology Industry;
Manufacturing Industry;
India;
Japan;
Malaysia;
Hong Kong
Yoshino, Michael Y. "Otis Pacific Asia Operations (A): National Challenges." Harvard Business School Case 393-009, August 1992.