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All HBS Web
(989)
- People (1)
- News (142)
- Research (702)
- Multimedia (3)
- Faculty Publications (509)
Show Results For
-
All HBS Web
(989)
- People (1)
- News (142)
- Research (702)
- Multimedia (3)
- Faculty Publications (509)
- 2015
- Working Paper
Do-gooders and Go-getters: Career Incentives, Selection, and Performance in Public Service Delivery
By: Nava Ashraf, Oriana Bandiera and Scott S. Lee
We study how career incentives affect who selects into public health jobs and, through selection, their performance while in service. We collaborate with the Government of Zambia to experimentally vary the salience of career incentives in a newly created health worker...
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Ashraf, Nava, Oriana Bandiera, and Scott S. Lee. "Do-gooders and Go-getters: Career Incentives, Selection, and Performance in Public Service Delivery." Working Paper, March 2015.
- August 1999
- Article
Measuring the Efficiency of Service Delivery Processes: With Application to Retail Banking
By: F. Frei and P. Harker
Frei, F., and P. Harker. "Measuring the Efficiency of Service Delivery Processes: With Application to Retail Banking." Journal of Service Research 1, no. 4 (August 1999): 300–312.
- 2014
- Other Unpublished Work
No Margin, No Mission? A Field Experiment on Incentives for Public Services Delivery
By: Nava Ashraf, Oriana Bandiera and Kelsey Jack
A substantial body of research investigates the effect of pay for performance in firms, yet less is known about the effect of non-financial rewards, especially in organizations that hire individuals to perform tasks with positive social spillovers. We conduct a field...
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Keywords:
Incentives;
Non-monetary Rewards;
Intrinsic Motivation;
Mission and Purpose;
Social Enterprise;
Motivation and Incentives
Ashraf, Nava, Oriana Bandiera, and Kelsey Jack. "No Margin, No Mission? A Field Experiment on Incentives for Public Services Delivery." (March 2014. Conditionally accepted, Journal of Public Economics.)
- 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.)
- 24 Jan 2014
- Other Presentation
Value Based Health Care Delivery
According to Harvard professor Michael Porter, health care reform is proving to be one of the defining issues of the 21st century, both in the United States and throughout the world. Costs are exploding even in single-payer systems driven by aging populations and...
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Porter, Michael E. "Value Based Health Care Delivery." Harvard Kennedy School, Center for Public Leadership, Cambridge, MA, January 24, 2014.
- June 2006 (Revised June 2007)
- Background Note
The Challenge Facing the U.S. Healthcare Delivery System
By: Richard M.J. Bohmer and Carin-Isabel Knoop
Discusses the challenges currently facing the U.S. health care delivery system. These challenges frame the problems managers of delivery organizations are currently facing. They include a burgeoning gap between demand and supply. Demand for health care services is...
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Bohmer, Richard M.J., and Carin-Isabel Knoop. "The Challenge Facing the U.S. Healthcare Delivery System." Harvard Business School Background Note 606-096, June 2006. (Revised June 2007.)
- Article
Cooks Make Tastier Food When They Can See Their Customers
By: Ryan W. Buell, Tami Kim and Chia-Jung Tsay
While existing theory suggests that increased contact between customers and employees diminishes efficiency, recent research demonstrates that when employees can see their customers, the beneficiaries of their efforts, the quality and efficiency of the service they...
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Keywords:
Operational Transparency;
Service Delivery;
Service Operations;
Service Management;
Service Industry
Buell, Ryan W., Tami Kim, and Chia-Jung Tsay. "Cooks Make Tastier Food When They Can See Their Customers." Harvard Business Review 92, no. 11 (November 2014): 34–35.
- Program
Managing Health Care Delivery
organization Enhance coordination of services Stimulate and improve innovation over time Become a more capable health care leader Build skills to design and lead a competitive health care delivery...
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- December 2014
- Article
No Margin, No Mission? A Field Experiment on Incentives for Public Services Delivery
By: Nava Ashraf, Oriana Bandiera and B. Kelsey Jack
A substantial body of research investigates the effect of pay for performance in firms, yet less is known about the effect of non-financial rewards, especially in organizations that hire individuals to perform tasks with positive social spillovers. We conduct a field...
View Details
Keywords:
Incentives;
Non-monetary Rewards;
Intrinsic Motivation;
Motivation and Incentives;
Employees;
Service Industry;
Service Industry
Ashraf, Nava, Oriana Bandiera, and B. Kelsey Jack. "No Margin, No Mission? A Field Experiment on Incentives for Public Services Delivery." Journal of Public Economics 120 (December 2014): 1–17.
- July 3, 2020
- Article
Delivery Apps Need to Start Treating Suppliers As Partners
By: Scott Duke Kominers and Ian Macomber
Home delivery has shifted from a luxury service aimed at young urban professionals to a core part of many businesses, which is used by almost everyone. That upheaval has strained capacity of many delivery services and changed how they relate to the suppliers that they...
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Keywords:
Service Delivery;
Supply Chain;
Performance Capacity;
Performance Efficiency;
Entrepreneurship
Kominers, Scott Duke, and Ian Macomber. "Delivery Apps Need to Start Treating Suppliers As Partners." Harvard Business Review (website) (July 3, 2020).
- 15 Mar 2016
- News
Health Care Delivery Innovations That Integrate Care? Yes!
- 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.)
- 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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- January 2010
- Case
Ledina Lushko: Navigating Health Care Delivery
By: Sachin H Jain, Michael E. Porter, Fatima Akrouh and Carolyn Daly
Ledina Lushko was diagnosed with Adrenal Cortical Carcinoma in 2008 and sought care at a highly regarded medical institution in the United States. This case lays out her journey through the health care system in detail and all of the effort involved in finding...
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Keywords:
Health;
Health Care and Treatment;
Health Disorders;
Service Delivery;
Health Industry;
United States
Jain, Sachin H., Michael E. Porter, Fatima Akrouh, and Carolyn Daly. "Ledina Lushko: Navigating Health Care Delivery." Harvard Business School Case 710-459, January 2010.
- Teaching Interest
Transforming Customer Experiences - Executive Education
By: Ryan W. Buell
In today's fast-growing service sector, a new set of frameworks are required to build a robust and competitive service business. Transforming Customer Experiences draws upon the latest research and insights to equip senior managers with a new toolkit for leading...
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- 11 Apr 2000
- Research & Ideas
Financial Services 24/7
routine part of most people's lives, there is no doubt that technology—especially Internet technology—is having a huge impact on the financial services industry. With much hype and headlines, Web trading has revolutionized the securities...
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Keywords:
by Susan Young
- Fast Answer
Transforming Health Care Delivery
investment, private equity, M&A, and IPO activity related to private companies. Industry and Market Research Market reports on healthcare products and services including medical devices, biotechnology, and pharmaceuticals....
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- 2008
- Working Paper
Contracting for Servicizing
Servicizing, a novel business practice that sells product functionality rather than products, has been touted as an environmentally beneficial business practice. This paper describes how servicizing transactions mitigate some problems associated with sales...
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Keywords:
Customer Focus and Relationships;
Contracts;
Market Transactions;
Service Delivery;
Service Operations;
Sales
Toffel, Michael W. "Contracting for Servicizing." Harvard Business School Working Paper, No. 08-063, February 2008. (February 2008.)
- October 14, 2019
- Article
How Artificial Intelligence Is Changing Health Care Delivery
By: Samantha F. Sanders, Mats Terwiesch, William J. Gordon and Ariel Dora Stern
The development of intelligent machines holds great promise for making health care delivery more accurate, efficient, and accessible, but challenges remain for incorporating AI into clinical and administrative settings.
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Keywords:
Artificial Intelligence;
Health Care and Treatment;
Service Delivery;
Technological Innovation;
AI and Machine Learning
Sanders, Samantha F., Mats Terwiesch, William J. Gordon, and Ariel Dora Stern. "How Artificial Intelligence Is Changing Health Care Delivery." NEJM Catalyst (October 17, 2019).