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      • Faculty Publications  (32)

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      Singapore Airlines: Achieving the best of both worlds of low-cost operations model and service excellence - Technology and Operations Management
      Skip to content The HBS Digital Initiative brings together perspectives across disciplines to help people understand how technology is transforming...
      Singapore Airlines: Service Excellence at Low Cost - Technology and Operations Management
      Skip to content The HBS Digital Initiative brings together perspectives across disciplines to help people understand how technology is transforming...
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      • June 2019 (Revised July 2019)
      • Case

      Building a Meritocracy at Alghanim Industries

      By: Paul M. Healy, Susanna Gallani and Esel Çekin
      Building on his father’s legacy, Omar Alghanim (MBA 2002) had been working on strengthening a performance-driven culture based on meritocracy in the family business, Alghanim Industries. The task had been particularly challenging because of traditional Middle East...  View Details
      Keywords: Meritocracy; Social Norms; Family Business; Organizational Culture; Performance; Diversity; Organizational Change and Adaptation; Middle East; Kuwait
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      Healy, Paul M., Susanna Gallani, and Esel Çekin. "Building a Meritocracy at Alghanim Industries." Harvard Business School Case 119-019, June 2019. (Revised July 2019.)
      • May 2019
      • Supplement

      Kjell and Company: Motivating Salespeople with Incentive Compensation (C)

      By: Doug J. Chung
      Kjell & Company was a Swedish retail electronics chain. The company’s products consisted of home electronics and accessories. The company was noted for its excellent customer service and a fair “one-for-all” HR policy. Historically, the salespeople had been compensated...  View Details
      Keywords: Salesforce Management; Compensation and Benefits; Change Management; Behavior; Electronics Industry; Sweden
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      Chung, Doug J. "Kjell and Company: Motivating Salespeople with Incentive Compensation (C)." Harvard Business School Supplement 519-095, May 2019.
      • May 2019
      • Supplement

      Kjell and Company: Motivating Salespeople with Incentive Compensation (D)

      By: Doug J. Chung
      Kjell & Company was a Swedish retail electronics chain. The company’s products consisted of home electronics and accessories. The company was noted for its excellent customer service and a fair “one-for-all” HR policy. Historically, the salespeople had been compensated...  View Details
      Keywords: Salesforce Management; Compensation and Benefits; Motivation and Incentives; Change Management; Behavior; Electronics Industry; Sweden
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      Chung, Doug J. "Kjell and Company: Motivating Salespeople with Incentive Compensation (D)." Harvard Business School Supplement 519-096, May 2019.
      • December 2018 (Revised January 2021)
      • Case

      Bulb 2015: Foundation

      By: John R. Wells and Benjamin Weinstock
      This is the first case in a three-case series on Bulb Energy Ltd. It is followed by “Bulb 2017: Launch” (719-441) and “Bulb 2018: Rapid Growth” (719-442). It describes the foundation of Bulb, a renewable energy supplier entering the highly competitive UK market in...  View Details
      Keywords: Green Energy; Start-up; Launch; Customer Acquisition; Customer Churn; Customer Engagement; Electricity; Resources; Growth Strategy; B-corp; Renewable Energy; Business Startups; Business Plan; Business Model; Working Capital; Customers; Growth and Development Strategy; United Kingdom
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      Wells, John R., and Benjamin Weinstock. "Bulb 2015: Foundation." Harvard Business School Case 719-440, December 2018. (Revised January 2021.)
      • July 2018
      • Article

      Reimagining Health Data Exchange: An Application Programming Interface-Enabled Roadmap for India

      By: Satchit Balsari, Alexander Fortenko MD, MPH, Joaquin A. Blaya PhD, Adrian Gropper MD, Malavika Jayaram LLM, Rahul Matthan LLM, Ram Sahasranam, Mark Shankar MD, Suptendra N. Sarbadhikari PhD, Barbara Bierer, Kenneth D. Mandl MD, Sanjay Mehendale MD, MPH and Tarun Khanna
      In February 2018, the Government of India announced a massive public health insurance scheme extending coverage to 500 million citizens, in effect making it the world’s largest insurance program. To meet this target, the government will rely on technology to...  View Details
      Keywords: Health Information Exchange; India; Health Apis; Health Care and Treatment; Information; Data and Data Sets; Technology; Health Industry; India
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      Balsari, Satchit, Alexander Fortenko MD, MPH, Joaquin A. Blaya PhD, Adrian Gropper MD, Malavika Jayaram LLM, Rahul Matthan LLM, Ram Sahasranam, Mark Shankar MD, Suptendra N. Sarbadhikari PhD, Barbara Bierer, Kenneth D. Mandl MD, Sanjay Mehendale MD, MPH, and Tarun Khanna. "Reimagining Health Data Exchange: An Application Programming Interface-Enabled Roadmap for India." Journal of Medical Internet Research 20, no. 7 (July 2018).
      • June 2017 (Revised October 2017)
      • Case

      Organizing for Performance: Four Vignettes

      By: Robert Simons
      This case provides four examples of organizations with very different business strategies: Walmart, Starbucks, Harvard Business School, and Google. To support their varying strategies, each of these organizations requires a specific configuration to provide the most...  View Details
      Keywords: Strategy And Execution; Management Control Systems; Organization; Span Of Control; Job Design; Resource Allocation; Organizational Design; Competitive Strategy; Value Creation
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      Simons, Robert. "Organizing for Performance: Four Vignettes." Harvard Business School Case 117-062, June 2017. (Revised October 2017.)
      • June 2017 (Revised May 2019)
      • Supplement

      Kjell and Company: Motivating Salespeople with Incentive Compensation (B)

      By: Doug J. Chung
      Kjell & Company was a Swedish retail electronics chain founded in 1988 by brothers Marcus, Mikael and Fredrik Dahnelius. The company operated 84 stores, all company-owned, located mainly in the metropolitan areas of Sweden’s most popular cities: Stockholm, Gothemburg...  View Details
      Keywords: Salesforce Management; Compensation and Benefits; Motivation and Incentives; Change Management; Behavior; Electronics Industry; Sweden
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      Chung, Doug J. "Kjell and Company: Motivating Salespeople with Incentive Compensation (B)." Harvard Business School Supplement 517-133, June 2017. (Revised May 2019.)
      • January 2017 (Revised May 2019)
      • Case

      Kjell and Company: Motivating Salespeople with Incentive Compensation (A)

      By: Doug J. Chung
      Kjell & Company was a Swedish retail electronics chain. The company’s products consisted of home electronics and accessories. The company was noted for its excellent customer service and a fair “one-for-all” HR policy. Historically, the salespeople had been compensated...  View Details
      Keywords: Salesforce Management; Compensation and Benefits; Change; Decision Making; Electronics Industry; Sweden
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      Chung, Doug J. "Kjell and Company: Motivating Salespeople with Incentive Compensation (A)." Harvard Business School Case 517-090, January 2017. (Revised May 2019.)
      • May 2016 (Revised September 2017)
      • Case

      Pal's Sudden Service—Scaling an Organizational Model to Drive Growth

      By: Gary P. Pisano, Francesca Gino and Bradley R. Staats
      Pal's Sudden Service has developed a unique operating model and organizational culture in the quick service restaurant business. With a deep emphasis on process control and improvement, zero defects, extensive training, and a high level of employee engagement, Pal's...  View Details
      Keywords: Growth Strategy; Corporate Culture; Operations Strategy; Motivation; Values; Motivation and Incentives; Strategy; Values and Beliefs; Service Operations; Organizational Culture; Growth and Development Strategy; Service Industry; Food and Beverage Industry
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      Pisano, Gary P., Francesca Gino, and Bradley R. Staats. "Pal's Sudden Service—Scaling an Organizational Model to Drive Growth." Harvard Business School Case 916-052, May 2016. (Revised September 2017.)
      • May 2016
      • Article

      Transformation of Health Care—Perspectives of Opinion Leaders

      By: Joanne Disch, Thomas W. Feeley, Diana J. Mason, Richard L. Schilsky, Ellen L. Stovall and Shelley Fuld Nasso
      "What Health System Transformations Do You Believe Are Necessary for the Future of Health Care?" We need to transform to a true value-based health care delivery system. That means organizing care around medical conditions, not simply around hospitals and doctors. We...  View Details
      Keywords: Perspective; Health Disorders; Performance Improvement; Health Care and Treatment; Transformation; Health Industry
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      Disch, Joanne, Thomas W. Feeley, Diana J. Mason, Richard L. Schilsky, Ellen L. Stovall, and Shelley Fuld Nasso. "Transformation of Health Care—Perspectives of Opinion Leaders." Seminars in Oncology Nursing 32, no. 2 (May 2016): 172–182.
      • 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
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      Sasser, W. Earl, and Gamze Yucaoglu. "Allianz Turkey: Focus on the Customer (A)." Harvard Business School Case 316-093, November 2015. (Revised February 2016.)
      • 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...  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
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      Sasser, W. Earl, and Gamze Yucaoglu. "Allianz Turkey: Focus on the Customer (B)." Harvard Business School Supplement 316-094, November 2015. (Revised February 2016.)
      • 2015
      • Book

      What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms

      By: James L. Heskett, W. Earl Sasser and Leonard A. Schlesinger
      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...  View Details
      Keywords: Management; Leadership; Service Operations; Service Delivery
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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.
      • September 2014 (Revised March 2016)
      • Case

      Mayo Clinic: The 2020 Initiative

      By: Regina E. Herzlinger, Robert S. Huckman and Jenny Lesser
      Describes the challenges facing Dr. John Noseworthy, President and CEO, in implementing a long-term strategy for the growth of the Mayo Clinic—a leading academic medical center with a reputation for excellence in tertiary and quaternary health care. The case highlights...  View Details
      Keywords: Health; Health Care Industry; Health Care Policy; Health Care and Treatment; Health Industry; United States
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      Herzlinger, Regina E., Robert S. Huckman, and Jenny Lesser. "Mayo Clinic: The 2020 Initiative." Harvard Business School Case 615-027, September 2014. (Revised March 2016.)
      • August 2014
      • Technical Note

      Conjoint Analysis: A Do it Yourself Guide

      By: Elie Ofek and Olivier Toubia
      Conjoint Analysis has become one of the most commonly used quantitative market research methods. It has been successfully employed across a wide variety of industries to quantify consumer preferences for products and services. This technical note is intended to provide...  View Details
      Keywords: Market Research; Conjoint Analysis; Consumer Preferences; Segmentation; Product Development; Demand Measurement; Demand and Consumers; Analysis; Markets
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      Ofek, Elie, and Olivier Toubia. "Conjoint Analysis: A Do it Yourself Guide." Harvard Business School Technical Note 515-024, August 2014.
      • November 2012
      • Article

      Mumbai's Models of Service Excellence

      By: Stefan Thomke
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      Thomke, Stefan. "Mumbai's Models of Service Excellence." Harvard Business Review 90, no. 11 (November 2012): 121–126.
      • October 2012 (Revised January 2014)
      • Case

      Building Brand Infosys

      By: Rohit Deshpandé and Vidhya Muthuram
      Infosys Limited was India's second largest exporter of IT services with annual revenues of $7 billion and a market capitalization of nearly $26 billion in 2012. The company, headquartered in Bangalore, India, had built its reputation as the Indian IT bellwether whose...  View Details
      Keywords: Marketing; Information Technology; Information Technology Industry; India
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      Deshpandé, Rohit, and Vidhya Muthuram. "Building Brand Infosys." Harvard Business School Case 513-003, October 2012. (Revised January 2014.)
      • April 2012
      • Case

      Pret A Manger

      By: Frances X. Frei, Rick Goldberg and Stephanie van Sice
      Pret A Manger, a London-based chain of sandwich shops, was known for its fast, genuine service and pre-packaged sandwiches prepared on-site daily. Instructed by its board to grow at 15 percent per year, Pret considered opening "twin" shops in locations too small to...  View Details
      Keywords: Customer Service Excellence; Growth Planning And Management; Employee Performance Management; Information Management; Production Planning; Employee Attitude Development And Empowerment; Employee Retention; Leadership Development And Career Planning; Service Delivery; Growth and Development Strategy; Business Model; Innovation and Invention; Employees; Performance; London
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      Frei, Frances X., Rick Goldberg, and Stephanie van Sice. "Pret A Manger." Harvard Business School Case 612-033, April 2012.
      • 2012
      • Book

      Uncommon Service: How to Win by Putting Customers at the Core of Your Business

      By: Frances Frei and Anne Morriss
      Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance—for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the...  View Details
      Keywords: Customers; Business Ventures
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      Frei, Frances, and Anne Morriss. Uncommon Service: How to Win by Putting Customers at the Core of Your Business. Cambridge: Harvard Business Review Press, 2012.
      • April 2011
      • Case

      Porcini's Pronto: "Great Italian cuisine without the wait!"

      By: James L. Heskett and Richard Luecke
      Porcini's Inc. operates a chain of 23 full-service restaurants located near shopping malls and downtown areas in the northeastern United States. Known for providing excellent service, Porcini's serves high-quality Italian cuisine made from fresh ingredients. Looking...  View Details
      Keywords: Franchising; Syndication; Quantitative Analysis; Performance Measurement; Human Resource Management; Incentives; Motivation; Consumer Behavior; Measurement and Metrics; Quality; Customer Value and Value Chain; Selection and Staffing; Expansion; Business Growth and Maturation; Service Delivery; Franchise Ownership; Customer Focus and Relationships; Product Marketing; Food and Beverage Industry; Service Industry; Northeastern United States
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      Heskett, James L., and Richard Luecke. Porcini's Pronto: "Great Italian cuisine without the wait!". Harvard Business School Brief Case 114-277, April 2011.
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      Are you looking for?

      Singapore Airlines: Achieving the best of both worlds of low-cost operations model and service excellence - Technology and Operations Management
      Skip to content The HBS Digital Initiative brings together perspectives across disciplines to help people understand how technology is transforming...
      Singapore Airlines: Service Excellence at Low Cost - Technology and Operations Management
      Skip to content The HBS Digital Initiative brings together perspectives across disciplines to help people understand how technology is transforming...
      → Search All HBS Web
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