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(11,808)
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- Faculty Publications (4,867)
Show Results For
-
All HBS Web
(11,808)
- People (51)
- News (3,328)
- Research (6,316)
- Events (24)
- Multimedia (82)
- Faculty Publications (4,867)
- 2005
- Book
Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers
By: Jeffrey F. Rayport and Bernard J. Jaworski
Keywords:
Technology;
Digital;
Services;
Strategy;
Internet and the Web;
Service Delivery;
Marketing
Rayport, Jeffrey F., and Bernard J. Jaworski. Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers. Boston, MA: Harvard Business School Press, 2005.
- 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.
- July 2014 (Revised November 2017)
- Course Overview Note
Entrepreneurship in Healthcare IT and Services (EHITS) Spring Term 2018: Course Outline and Syllabus
By: Robert F. Higgins
This is the syllabus and course outline for "Entrepreneurship in Healthcare IT and Services (EHITS)" taught by Prof. Bob Higgins in the spring of 2018. Contains the course overview, objectives, goals and themes.
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Keywords:
Healthcare Technology;
Health Services;
Healthcare Ventures;
Entrepreneurship;
Health Care and Treatment;
Information Technology;
Health Industry;
Technology Industry;
United States
Higgins, Robert F. "Entrepreneurship in Healthcare IT and Services (EHITS) Spring Term 2018: Course Outline and Syllabus." Harvard Business School Course Overview Note 815-005, July 2014. (Revised November 2017.)
- Research Summary
Quality in Service Operations
Rogelio Oliva is interested in understanding how the operational characteristics of service delivery processes interact with human resource and marketing policies to determine the long term productivity, quality, and profitability of a service operation. Specifically,...
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- 2012
- Other Unpublished Work
The Instrumental Value of Medical Leadership: Engaging Doctors in Improving Services
By: Richard Bohmer
This paper was commissioned to contribute to The King's Fund's 2012 review of leadership
and engagement.
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Keywords:
Health Care;
Service Quality;
Quality;
Leadership;
Service Delivery;
Health Care and Treatment;
Health Industry
Bohmer, Richard. "The Instrumental Value of Medical Leadership: Engaging Doctors in Improving Services." King's Fund, London, England, May 2012.
- August 2013 (Revised September 2013)
- Course Overview Note
Entrepreneurship in Healthcare IT Services (EHITS) Fall Term 2013: Course Outline and Syllabus
By: Robert F. Higgins
This is the syllabus and course outline for "Entrepreneurship in Healthcare IT and Services (EHITS)" taught by Prof. Bob Higgins in the fall of 2013. Contains the course overview, objectives, goals and themes.
View Details
Keywords:
Healthcare Technology;
Health Services;
Healthcare Ventures;
Entrepreneurship;
Health Care and Treatment;
Information Technology;
Health Industry;
Technology Industry;
United States
Higgins, Robert F. "Entrepreneurship in Healthcare IT Services (EHITS) Fall Term 2013: Course Outline and Syllabus." Harvard Business School Course Overview Note 814-022, August 2013. (Revised September 2013.)
- Article
Service Fundamentals
Schlesinger, Leonard A. "Service Fundamentals." Restaurant Business (May 23, 1988).
- 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.
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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.
- Article
Sustainability in Financial Services Is Not About Being Green
By: Robert G. Eccles and George Serafeim
Keywords:
Sustainability;
Financial Services;
Banks;
Insurance Companies;
Risk;
Risk Management;
Insurance;
Accounting;
Banks and Banking;
Financial Services Industry
Eccles, Robert G., and George Serafeim. "Sustainability in Financial Services Is Not About Being Green." Harvard Business Review Blogs (May 15, 2013).
U.S. Digital Service
Mikey Dickerson and Haley Van Dyck found themselves far from home and far from certain about where to take the U.S. Digital Service (USDS) next. In the summer of 2015, they had landed in London to meet with Mike Bracken, director of the United Kingdom’s...
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- November 1986 (Revised November 1987)
- Case
MG Services
By: David B. Yoffie
Keywords:
Service Industry
Yoffie, David B. "MG Services." Harvard Business School Case 387-086, November 1986. (Revised November 1987.)
- 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.)
- March 1996 (Revised October 1996)
- Case
Singapore's Trade in Services
By: Debora L. Spar
Focuses on the efforts of Singapore's Economic Development Board (EDB) to grow the tiny island almost wholly through an expansion of its service economy. Between 1965 and 1990, Singapore achieved a remarkable rate of growth, largely by opening its economy to foreign...
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Keywords:
Growth Management;
Service Operations;
Government and Politics;
Developing Countries and Economies;
Macroeconomics;
Service Industry;
Singapore
Spar, Debora L., Julia Kou, and Laura Bures. "Singapore's Trade in Services." Harvard Business School Case 796-135, March 1996. (Revised October 1996.)
- 02 May 2000
- Research & Ideas
Leading Professional Service Firms
The HBS Executive Education course Leading Professional Service Firms (LPSF) is an intensive, one-week program that focuses on management issues unique to these firms. It provides a forum for participants from around the world to apply...
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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.)
- 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...
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Frei, Frances X. "New Service Design Exercise." Harvard Business School Exercise 605-053, January 2005. (Revised March 2008.)
- 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
- 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.
- Web
Statistical & Data Services - Research Computing Services
About Us Statistical & Data Services 5ms Research Computing Services (RCS) provides statistical and data services for the HBS research community, including consultations and...
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