Show Results For
-
All HBS Web
(6,521)
- People (30)
- News (1,567)
- Research (3,535)
- Events (7)
- Multimedia (9)
- Faculty Publications (2,424)
Show Results For
-
All HBS Web
(6,521)
- People (30)
- News (1,567)
- Research (3,535)
- Events (7)
- Multimedia (9)
- Faculty Publications (2,424)
- July 1996 (Revised January 2024)
- Case
THG Management Services
- 2014
- Chapter
Customer Experience and Service Design
- Teaching Interest
Managing Service Operations - MBA Elective Curriculum
World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course investigates the distinct challenges inherent in leading service operations, which make up... View Details
- March 2001 (Revised May 2001)
- Case
&Samhoud Service Management
- January 2012 (Revised March 2013)
- Case
Ctrip: Scientifically Managing Travel Services
- TeachingInterests
Managing Service Operations
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
- October 2014 (Revised January 2016)
- Case
IDEO: Human-Centered Service Design
Service Productivity Management
- November 2015 (Revised February 2020)
- Teaching Note
IDEO: Human-Centered Service Design
- December 2015
- Case
IDEO: Human-Centered Service Design
- 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
- Awards
Best Paper in Management Science
- Research Summary
Managing Service Operations Course Development
- February 2020
- Course Overview Note
Managing Service Operations
- October 1999
- Case
Dispatch Management Services
- 1990
- Book
The Service Management Course
- 2003
- Case
Capston-White's Document Management and Production Services
- April 2006 (Revised April 2008)
- Course Overview Note
Managing Service Operations: Understanding the Customer Operating Role
- November 2011
- Case