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Show Results For
-
All HBS Web
(10,371)
- People (49)
- News (3,127)
- Research (5,294)
- Events (24)
- Multimedia (58)
- Faculty Publications (3,819)
- Awards
Rhode Island College. Doctor of Public Service
Awarded an Honorary Doctorate in Public Service from Rhode Island College in 2008.
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- Article
Enfranchisement of Service Workers
By: Leonard A. Schlesinger and James Heskett
Enfranchisement is achieved through an integration of empowerment with methods of pay for performance. Evidence from Ito Yokado Group in Japan and Nordstrom in the US demonstrates the positive effects of enfranchisement. Successful efforts to enfranchise employees: 1....
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Keywords:
Motivation and Incentives;
Franchise Ownership;
Employees;
Compensation and Benefits;
Service Industry;
Japan;
United States
Schlesinger, Leonard A., and James Heskett. "Enfranchisement of Service Workers." California Management Review 33, no. 4 (Summer 1991).
- March 2022 (Revised January 2024)
- Case
Moksha Data: Delivering Insights for Public Service
By: Ashish Nanda and Zack Kurtovich
Moksha Data, a boutique consulting firm specializing in public sector work, started in January 2017 with a handshake between friends and a shared commitment to the principles of egalitarianism, ownership, and collaboration. The Houston-based firm had built momentum...
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Keywords:
Professional Service Firms;
Professional Service Firm;
Strategy Formulation;
Data;
Data As A Service;
Government Contracting;
Consulting;
Consulting Firms;
Consulting Services;
Entrepreneurship;
Public Sector;
Analytics and Data Science;
Growth and Development;
Strategy;
Consulting Industry;
Texas
Nanda, Ashish, and Zack Kurtovich. "Moksha Data: Delivering Insights for Public Service." Harvard Business School Case 722-397, March 2022. (Revised January 2024.)
- 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- Other Unpublished Work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.
- 2023
- Working Paper
Geographies of Discontent: Public Service Deprivation and the Rise of the Far Right in Italy
By: Simone Cremaschi, Paula Rettl, Marco Cappelluti and Catherine E. De Vries
Electoral support for far-right parties is often linked to geographies of discontent.
We argue that public service deprivation, defined as reduced access to public services
at the local level, plays an important role in explaining these patterns. By exploiting
an...
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Keywords:
Election Outcomes;
Electoral Behavior;
Political Affiliation;
Political Culture;
Public Service;
Political Elections;
Policy;
Government and Politics;
Surveys;
Geographic Location;
Immigration;
Europe;
Italy
Cremaschi, Simone, Paula Rettl, Marco Cappelluti, and Catherine E. De Vries. "Geographies of Discontent: Public Service Deprivation and the Rise of the Far Right in Italy." Harvard Business School Working Paper, No. 24-024, November 2023.
- spring 1991
- Article
Breaking the Cycle of Failure in Services
By: Leonard A. Schlesinger and James Heskett
Most managers recognize that good service is a direct result of having effective, productive people in customer contact positions. However, most service companies perpetuate a cycle of failure by tolerating high turnover and expecting employee dissatisfaction. This...
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Keywords:
Goals and Objectives;
Service Delivery;
Success;
Failure;
Management Skills;
Service Industry
Schlesinger, Leonard A., and James Heskett. "Breaking the Cycle of Failure in Services." MIT Sloan Management Review 32, no. 3 (spring 1991): 17–28.
- May 1991 (Revised March 2018)
- Teaching Note
Automation Consulting Services
By: Robert Simons
Teaching Note for 190-053
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- April 2002
- Background Note
Consolidation of Highly Fragmented Service Industries, The
Designed to familiarize students with the consolidation of highly fragmented labor-dependent service industries, offering insights into service firm growth and the ways services can, and cannot, increase their efficiency and effectiveness. Two frameworks are presented...
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Hallowell, Roger H. "Consolidation of Highly Fragmented Service Industries, The." Harvard Business School Background Note 802-192, April 2002.
- Article
Doing Business with Strangers: Reputation in Online Service Marketplaces
By: Antonio Moreno and Christian Terwiesch
Online service marketplaces allow service buyers to post their project requests and service providers to bid for them. To reduce the transactional risks, marketplaces typically track and publish previous seller performance. By analyzing a detailed transactional data...
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Moreno, Antonio, and Christian Terwiesch. "Doing Business with Strangers: Reputation in Online Service Marketplaces." Information Systems Research 25, no. 4 (December 2014): 865–886.
- 30 Sep 2015
- News
The Power of Service
While studying at HBS, Jennifer Eplett Reilly (MBA 1990) was also working on the opening chapter of a remarkable social enterprise success story. “Our idea was to call upon diverse young people to give a year View Details
- 16 May 2005
- Research & Ideas
Confronting the Reality of Web Services
What's next for Web services? In his case summary "Will Web Services Really Transform Collaboration?" published in the Winter 2005 edition of MIT Sloan Management Review, HBS associate professor...
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Keywords:
by Sara Grant
- Article
What Professional Service Firms Must Do to Thrive
By: Ashish Nanda and Das Narayandas
When the going gets tough, professional service firms (PSFs) often get desperate and chase all kinds of business just to keep the lights on. Consultancies, financial services firms, VC/PE firms, and the like offer services and sign up clients they should never have...
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Keywords:
Professional Service Firms;
Client Mix;
Strategic Positioning;
Organizations;
Performance Effectiveness;
Decision Making;
Framework
Nanda, Ashish, and Das Narayandas. "What Professional Service Firms Must Do to Thrive." Harvard Business Review 99, no. 2 (March–April 2021): 98–107.
- 25 Apr 2014
- News
A model of service
a year on a modest budget of $100,000. She continues to volunteer at All Souls, and still manages the schools' component of the program. "My biggest accomplishment is getting younger people to understand...
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- April 2008
- Module Note
Service Design in the Context of Customer-Operators
By: Frances X. Frei
Taught as the second module in a Harvard Business School course on Managing Service Operations: Understanding the Customer Operating Role (606-092). Addresses the design and management of service operations with significant customer operating roles. The focus is on...
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Frei, Frances X. "Service Design in the Context of Customer-Operators." Harvard Business School Module Note 608-134, April 2008.
- 03 Feb 2016
- Research & Ideas
The State of Customer Service Leadership
Good and bad service experiences die hard. Who can forget the hotel receptionist who went above and beyond the call of duty to accommodate a last-minute change in travel plans in contrast to the sulky server...
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- March 2002 (Revised October 2002)
- Background Note
Service on the Internet: The Effect of Physical Service on Scalability
Develops a framework for exploring the idea of, how service affects the economics of Internet organizations. Development of the framework requires an understanding of the different forms service takes in organizations that conduct business through the Internet. These...
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Hallowell, Roger H. "Service on the Internet: The Effect of Physical Service on Scalability." Harvard Business School Background Note 802-146, March 2002. (Revised October 2002.)
- 01 Dec 2017
- News
In Service of Others
Armed Services can add to—and gain from—the HBS experience. To encourage more veterans to apply to HBS, he recently funded an MBA pilot program that waives the application fee for anyone who has served in the US military. “Our military...
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- November 1999 (Revised June 2002)
- Case
Debate Over Unbundling General Motors: The Delphi Divestiture and Other Possible Transactions, The
Ever since General Motors (GM) announced in February 1997 its intention to divest Delphi Automotive Systems--its upstream parts manufacturing operations--Wall Street had called for further unbundling, and various stakeholders competed for their claim of value...
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Keywords:
Valuation;
Supply Chain;
Vertical Integration;
Corporate Strategy;
Corporate Governance;
Auto Industry;
United States
Salter, Malcolm S. "Debate Over Unbundling General Motors: The Delphi Divestiture and Other Possible Transactions, The." Harvard Business School Case 800-196, November 1999. (Revised June 2002.)
- April 1996 (Revised March 1998)
- Case
Lex Service PLC-- Cost of Capital
By: W. Carl Kester and Kendall Backstrand
Lex Service company has grown into a large multidivisional company with a substantial capital budget. In 1993, the board was reviewing its capital budgeting procedures. Specifically, it sought to determine the company's cost of capital and whether it should use...
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Kester, W. Carl, and Kendall Backstrand. "Lex Service PLC-- Cost of Capital." Harvard Business School Case 296-003, April 1996. (Revised March 1998.)
- October 2008 (Revised February 2012)
- Case
Amazon Web Services
By: Robert S. Huckman, Gary P. Pisano and Liz Kind
Considers the development of Amazon Web Services (AWS), a division of Amazon.com, Inc., specializing in the provision of web-based storage and computing services to web developers. The case focuses on the issues facing Andy Jassy, the head of AWS, in 2008 as AWS faces...
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Keywords:
Price;
Market Entry and Exit;
Service Operations;
Competition;
Diversification;
Web Services Industry;
Web Services Industry
Huckman, Robert S., Gary P. Pisano, and Liz Kind. "Amazon Web Services." Harvard Business School Case 609-048, October 2008. (Revised February 2012.)