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- Faculty Publications (4,868)
Show Results For
-
All HBS Web
(11,810)
- People (51)
- News (3,330)
- Research (6,317)
- Events (24)
- Multimedia (82)
- Faculty Publications (4,868)
- 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).
- March 1996 (Revised July 1996)
- Case
Service Corporation International
By: Benjamin C. Esty and Craig F Schreiber
The CFO of a high-growth company in the low-growth and fragmented funeral services industry must decide how to optimize capital structure and earnings growth while maximizing the company's market value.
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Keywords:
Financial Management;
Value Creation;
Business Growth and Maturation;
Consolidation;
Industry Growth;
Capital Structure;
Expansion;
Service Industry;
United States;
North and Central America
Esty, Benjamin C., and Craig F Schreiber. "Service Corporation International." Harvard Business School Case 296-080, March 1996. (Revised July 1996.)
- 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.
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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 Services (EHITS) Fall Term 2013: Course Outline and Syllabus." Harvard Business School Course Overview Note 814-022, August 2013. (Revised September 2013.)
- 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.
- 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.
- January 2001
- Background Note
Application Service Providers
By: Thomas R. Eisenmann and Sanjay Pothen
Examines the Application Service Provider (ASP) business model. First, defines the ASP model and describes different ways to categorize ASPs. Next, summarizes the various ways that ASPs create value for their clients. Then, analyzes the economic model for ASPs,...
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Eisenmann, Thomas R., and Sanjay Pothen. "Application Service Providers." Harvard Business School Background Note 801-310, January 2001.
- June 1996 (Revised April 2003)
- Case
AeroTech Service Group, Inc.
AeroTech Service Group uses Internet protocols and other advanced computing technologies to interconnect the IS networks of McDonnell-Douglas Aerospace with many of its customers, suppliers, and other partners. The case discusses AeroTech's product and explores options...
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Keywords:
Internet and the Web;
Information Technology;
Information Technology Industry;
Air Transportation Industry
Upton, David M., and Andrew P. McAfee. "AeroTech Service Group, Inc." Harvard Business School Case 696-094, June 1996. (Revised April 2003.)
- 04 Jan 2016
- Video
HBS Operations Administrative Services
- 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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- 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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- 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.)
- October 1987 (Revised March 1989)
- Case
United Parcel Service (B)
With expansion into other countries (Germany), new areas of service (air express), and new ventures (two small acquisitions), UPS had to decide how to adjust its human resource policies to businesses and people which were substantially different from its traditional...
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Keywords:
Organizational Change and Adaptation;
Expansion;
Organizational Culture;
Human Resources;
Service Industry;
Germany;
United States
Sonnenfeld, Jeffrey A. "United Parcel Service (B)." Harvard Business School Case 488-017, October 1987. (Revised March 1989.)
- July 2002 (Revised March 2003)
- Case
North East Medical Services
By: Thomas J. DeLong and Wendy Carter
Sophie Wong, president and CEO of North East Medical Services, a health care organization dedicated to serving the underprivileged Asian American community in San Francisco, must decide how to reposition the organization to serve patients from multiple income levels...
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Keywords:
Health Care and Treatment;
Human Resources;
Leadership;
Business and Stakeholder Relations;
Health Industry;
San Francisco
DeLong, Thomas J., and Wendy Carter. "North East Medical Services." Harvard Business School Case 403-002, July 2002. (Revised March 2003.)
- November 1989
- Background Note
Customer Service
Keywords:
Customers
Cespedes, Frank V. "Customer Service." Harvard Business School Background Note 590-055, November 1989.
- October 1987 (Revised March 1992)
- Case
United Parcel Service (A)
United Parcel Service (UPS) in 1987 faced serious challenges to its long-standing policies of on-the-job training and promotion from within. Increased competition in its traditional business of ground transport found UPS lagging in computerization and in need of...
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Keywords:
Organizational Change and Adaptation;
Information Technology;
Organizational Culture;
Human Resources;
Service Industry;
United States
Sonnenfeld, Jeffrey A. "United Parcel Service (A)." Harvard Business School Case 488-016, October 1987. (Revised March 1992.)
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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- August 2010 (Revised September 2010)
- Case
Paradise Travel Advisory Service
By: Paul W. Marshall, Charles Anthony Miller and Collins Pettus Ward
New managers in a troubled company are faced with developing and implementing a plan to increase revenue in a travel service business.
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Keywords:
Business Plan;
Entrepreneurship;
Borrowing and Debt;
Revenue;
Problems and Challenges;
Travel Industry
Marshall, Paul W., Charles Anthony Miller, and Collins Pettus Ward. "Paradise Travel Advisory Service." Harvard Business School Case 811-020, August 2010. (Revised September 2010.)
- April 2013 (Revised November 2013)
- Case
Growing Financial Services in India: Aditya Birla Financial Services Group
By: Paul M. Healy and Rachna Tahilyani
Aditya Birla Financial Services Group is a large, broad-based, Indian financial services institution offering products ranging from life insurance and mutual funds to private equity. The company has witnessed a turnaround in recent years and regained lost market share....
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Keywords:
Regulatory Environment;
Finance;
Asset Management;
Business Growth and Maturation;
Transformation;
Leadership Development;
Leadership Style;
Business Processes;
Organizational Structure;
Organizational Change and Adaptation;
Competitive Strategy;
Diversification;
Segmentation;
Financial Services Industry;
Financial Services Industry;
India
Healy, Paul M., and Rachna Tahilyani. "Growing Financial Services in India: Aditya Birla Financial Services Group." Harvard Business School Case 113-059, April 2013. (Revised November 2013.)