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Show Results For
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All HBS Web
(524)
- People (2)
- News (187)
- Research (182)
- Multimedia (1)
- Faculty Publications (84)
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- Research Summary
Service Excellence by Design
By: Frances X. Frei
This research addresses how to design sustainable service models that deliver ongoing value to both customers and the firm. In particular, the research reveals three principles of effective service management (see
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- November 2012
- Article
Mumbai's Models of Service Excellence
By: Stefan Thomke
Thomke, Stefan. "Mumbai's Models of Service Excellence." Harvard Business Review 90, no. 11 (November 2012): 121–126.
- June 1991
- Case
Beth Israel Hospital: Managing Service Excellence
Linder, Jane C. "Beth Israel Hospital: Managing Service Excellence." Harvard Business School Case 191-141, June 1991.
- 01 Dec 2011
- News
At Your Service
better service experience,” she relates, “that’s the path to all-around excellence.” A central premise of Uncommon Service is that to achieve service excellence, you may need...
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Keywords:
Deborah Blagg;
customer service;
Management, Scientific, and Technical Consulting Services;
Management, Scientific, and Technical Consulting Services;
Management, Scientific, and Technical Consulting Services;
Management, Scientific, and Technical Consulting Services;
Management, Scientific, and Technical Consulting Services;
Management, Scientific, and Technical Consulting Services;
Management, Scientific, and Technical Consulting Services;
Management, Scientific, and Technical Consulting Services
- March 2020 (Revised March 2022)
- Case
Wachtell Lipton: Focused Excellence
By: Ashish Nanda and Margaret Cross
For years, Wachtell, Lipton, Rosen & Katz—a small, New York City law firm—has consistently boasted the highest profits per partner and one of the highest “prestige” ratings among U.S.-based law firms. The firm has remained loyal to a distinctive strategy ever since its...
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Nanda, Ashish, and Margaret Cross. "Wachtell Lipton: Focused Excellence." Harvard Business School Case 720-396, March 2020. (Revised March 2022.)
- TeachingInterests
Managing Service Operations
By: Frances X. Frei
Managing Service Operations (MSO) focuses on how firms can deliver excellent service while achieving business success. This involves a deep understanding of customers, competitors, and the firm's internal mechanisms.
Career Focus
Managing Service... View Details
- June 2011
- Article
The Paradox of Excellence
By: Thomas J. DeLong and Sara DeLong
Why is it that so many smart, ambitious professionals are less productive and satisfied than they could be? We argue that it's often because they're afraid to demonstrate any sign of weakness. They're reluctant to ask important questions or try new...
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Keywords:
Employees;
Innovation and Invention;
Strength and Weakness;
Performance Productivity;
Risk and Uncertainty;
Motivation and Incentives;
Satisfaction
DeLong, Thomas J., and Sara DeLong. "The Paradox of Excellence." Harvard Business Review 89, no. 6 (June 2011).
- Awards
Management Science Distinguished Service Award
By: Juan Alcacer
Received the Meritorious Service Award from Management Science in 2013 for excellence in quality and timeliness of editorial work, in the role of Associate Editor.
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- 01 Sep 2003
- News
Incentives and Operational Excellence
Operational problems can be the cause of an organization’s demise. Often they can be traced to poor controls in interorganizational settings, according to HBS associate professor V.G. Narayanan, a specialist in measurement systems and incentives. Narayanan’s...
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- 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.
- January 2015 (Revised March 2015)
- Case
Oberoi Hotels: Train Whistle in the Tiger Reserve
By: Ryan W. Buell, Ananth Raman and Vidhya Muthuram
Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality-sensitive guests in the world. The case considers the challenge of how an organization, with a standardized service model, can repeatedly delight...
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Keywords:
Service Quality;
Service Management;
Service Quality Competition;
Customer Management;
Customer Service Excellence;
Employee Empowerment;
Employee Engagement;
Employee Training;
India;
Hospitality;
Hotel Industry;
Service Delivery;
Service Operations;
Customer Satisfaction;
Employees;
Quality;
Accommodations Industry;
India
Buell, Ryan W., Ananth Raman, and Vidhya Muthuram. "Oberoi Hotels: Train Whistle in the Tiger Reserve." Harvard Business School Case 615-043, January 2015. (Revised March 2015.)
- November 2015 (Revised February 2016)
- Supplement
Allianz Turkey: Focus on the Customer (B)
By: W. Earl Sasser and Gamze Yucaoglu
At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost...
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Keywords:
Service Excellence;
Customer Experience;
Customer Service;
Emerging Market;
Customer Focus;
Net Promoter Score;
Customer Relationship Management;
Competition;
Leading Change;
Service Operations;
Emerging Markets;
Customer Satisfaction;
Insurance Industry;
Turkey
Sasser, W. Earl, and Gamze Yucaoglu. "Allianz Turkey: Focus on the Customer (B)." Harvard Business School Supplement 316-094, November 2015. (Revised February 2016.)
- 01 May 2013
- News
Health Care’s Service Fanatics
- November 2015 (Revised February 2016)
- Case
Allianz Turkey: Focus on the Customer (A)
By: W. Earl Sasser and Gamze Yucaoglu
At the age of 39, Solmaz Altın took over the helm at Allianz Turkey. Solmaz quickly realized that, although the insurance market was thinly penetrated in Turkey, the company was operating in a very competitive environment with pressure on prices and, hence, cost...
View Details
Keywords:
Service Excellence;
Customer Experience;
Customer Service;
Emerging Market;
Customer Focus;
Net Promoter Score;
Customer Relationship Management;
Competition;
Leading Change;
Service Operations;
Emerging Markets;
Customer Satisfaction;
Insurance Industry;
Turkey
Sasser, W. Earl, and Gamze Yucaoglu. "Allianz Turkey: Focus on the Customer (A)." Harvard Business School Case 316-093, November 2015. (Revised February 2016.)
- February 2016 (Revised February 2020)
- Teaching Note
Oberoi Hotels: Train Whistle in the Tiger Reserve
By: Ryan W. Buell and Ananth Raman
Celebrated as one of the world's premiere luxury hotel brands, Oberoi Hotels attracts and serves some of the most quality sensitive guests in the world. The case considers the challenge of how an organization with a standardized service model can repeatedly delight...
View Details
Keywords:
Service Quality;
Service Management;
Service Quality Competition;
Customer Management;
Customer Service Excellence;
Employee Empowerment;
Employee Engagement;
Employee Training;
Hospitality;
Hotel Industry;
Service Delivery;
Service Operations;
Customer Satisfaction;
Employees;
Training;
Quality;
Accommodations Industry;
India
- November 2016
- Supplement
Irregular Operations
This video shows a dispatcher responding to an irregular operations situation caused by weather at an East Coast airport.
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Keywords:
Service;
Service Excellence;
Service Quality;
Operating Systems;
Operational Complexity;
Operational Disruptions;
Operational Efficiency;
Operational Focus;
Air Transportation;
Service Operations;
Service Delivery;
Air Transportation Industry
Buell, Ryan W., Willy C. Shih, and Michael W. Toffel. "Irregular Operations." Harvard Business School Multimedia/Video Supplement 617-705, November 2016.
- 09 Jun 2003
- Research & Ideas
Incentives and Operational Excellence
hospital association buying groups. For their part, the buying groups try to get as many products and services as they can for whatever fee they've agreed to pay in the contract. Owens & Minor decided to offer its customers the option...
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Keywords:
by Martha Lagace
- September 2016 (Revised August 2018)
- Supplement
United Airlines: More Out-and-Back Flying?: Case Supplement #1
This spreadsheet supplement accompanies 617-010 United Airlines: More Out-and-Back Flying? and is intended to provide students with an opportunity to apply analysis concepts with real operational data.
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- 17 Jun 2015
- Lessons from the Classroom
Excellence Comes From Saying No
We all know people who seem able to perform at a higher level than those around them; and we've all had moments ourselves where we are firing on all cylinders and everything just seems to work. But how do you achieve that kind of View Details
Keywords:
by Michael Blanding