Harvard Business Review (HBR) articles on service business literature
1. Customer Fit in Service Operations (I)
Chase, Richard B. (1978), “Where Does the Customer Fit in a Service Operation?,” Harvard Business Review, 56 (November-December), 137-42.
2. Behavioral Sciences (I)
Chase, R.B., Dasu, S., 2001. Want to perfect your company’s service? Use behavioral science. Harvard Business Review (June), 79–84.
3. Service Factory – Productivity (III)
Chase, R.B.,Garvin, D. (1989) The Service Factory, Harvard Business Review, July-August 1989 (lead article), pp. 61-69.
4. Service Science (I, II II)
Chesbrough, H. (2005) Toward a science of services. Harvard Business Review 83, 16–17.
5. Industrialization of Service – Productivity (III)
Levitt, Ted (1976), “Industrialization of Service,” Harvard Business Review, 54 (September-October), 63-74.
6. Designing Services that Deliver – Quality (II)
Shostack, Lynn (1984), “Designing Services that Deliver,” Harvard Business Review, 62 (January-February), 133-39.
7. Putting the Service-Profit Chain to Work – Quality (II)
Heskett, James L., Thomas O. Jones, Gary W. Loveman, W. Earl Sasser, Jr., and Leonard A. Schlesinger (1994), “Putting the Service-Profit Chain to Work,” Harvard Business Review (March/April), 164-72.
8. Quality Comes To Services – Quality (I & II)
Reichheld, Frederick and W. Earl Sasser, Jr. (1990), “Zero Defections: Quality Comes to Services,” Harvard Business Review, 68 (September/October), 105-11.
9. Profitable Art of Service Recovery – Quality (I & II)
Hart, Christopher W.L., W. Earl Sasser, Jr., and James L. Heskett (1990), “The Profitable Art of Service Recovery” Harvard Business Review, (July-August), 148-56.
10. Matching Supply and Demand (Productivity)
Sasser, W. Earl (1976), “Match Supply and Demand in Service Industries,” Harvard Business Review, 54 (November-Decem- ber), 133-40.
11. The Service Driven Company (Quality)
Schlesinger, Leonard A. and James L. Heskett (1991), “The Service-Driven Service Company,” Harvard Business Review (September/October), 71-81.
12. Effective Marketing for Professional Services (Growth)
Bloom, Paul N. (1984), “Effective Marketing for Professional Services,” Harvard Business Review (September/October), 102-10.
13. Capturing Value of Supplementary Services (Growth, Scope, Adjacent Spaces, Sustainable Innovation, Quality)
Anderson, James C. and James A. Narus (1995), “Capturing the Value of Supplementary Services,” Harvard Business Review, 73 (January/February), 75-83.
14. Cost Accounting Comes to Service Industries (Productivity)
Dearden, John (1978), “Cost Accounting Comes to Service Industries,” Harvard Business Review, 56 (September-Oc- tober), 132-140.
15. Production-Line Approach to Services (Productivity)
Levitt, Theodore (1972), “Production-Line Approach to Services,” Harvard Business Review, 50 (September-Octo- ber), 42-52.
16. Knowledge Based Busienss (Sustainable Innovation)
Davis, S., J. Botkin. 1994. The coming of the knowledge-based business. Harvard Bus. Rev.72 (Sept./Oct.) 165-170.
17.Exploiting the Virtual Value Chain (Productivity)
Rayport, Jeffrey F. and John J. Sviokla (1995), “Exploiting the Virtual Value Chain,” Harvard Business Review, 73 (November/December), 14-24.
18. Surviving the Revolution
Karmarkar, Uday (2004).“Will You Survive the Services Revolution?,” Harvard Business Review, 82 (June) 100–108.
20. Making Mass Customization Work
Pine, Joseph B., II, Bart Victor, and Andrew C. Boynton (1993), “Making Mass Customization Work,” Harvard Business Re- view, 71 (September/October), 108-19.
21. Service Life Cycle of Products
Potts, G.W. (1988), ªExploiting your product’s service life cycleº, Harvard Business Review, Vol. 66 No. 5, pp. 32-5.
22. Beyond Products: Services-Based Strategy
Quinn, J.B., Doorley, T.L. and Paquette, P.C. (1990), “Beyond products: services-based strategy,” Harvard Business Review, Vol. 68 No. 2, pp. 58-67.
23. Unconditional Service Guarantees
C.W.L. Hart, “The Power of Unconditional Service Guarantees,” Harvard Business Review, 66(4) July-August 1988, 54-62
24. Governance
Mintzberg, Henry. 1996. Managing Government, Governing Management. Harvard Business Review74(3): 75-83.
25. IT
McAfee A, Brynjolfsson E. 2008. Investing in the IT that makes a competitive difference. Harvard Business Review 86(7–8).
26. Sell Services More Profitably
Reinartz, W. and Ulaga, W. (2008) How to Sell Services More Profitably, Harvard Business Review, 86: 90-96.
27. Downstream profits
Wise, R. and Baumgartner, P. (1999) Go Downstream: The New Profit Imperative in Manufacturing. Harvard Business Review, Sept-Oct, 133-141.
29. Experience Economy
Pine, B. Joseph and James H. Gilmore (1998), Welcome to the Experience Economy.Harvard Business Review.
31. Co-opting Customer Competence
Prahalad, C.K and Venkatram Ramaswamy (2000), “Co-opting Customer Competence,” Harvard Business Review, 78 (January- February), 79-87.
32. Strategy and the New Economics of Information
Evans, Philip B. and Thomas S. Wurster (1997), “Strategy and the New Economics of Information,” Harvard Business Review, 75 (September-October), 71-82.
33. Symbols for Sale
Levy, Sidney J. (1959), “Symbols for Sale,” Harvard Business Review, 37 (July–August), 117–24.
35. Reengineering works
Hammer, M. (1990). ‘Reengineering works: Don’t automate, obliterate’, Harvard Business Review, 68(4), pp. 104–112.
36. Lean Service Machine
Swank CK. The lean service machine. Harvard Bus Review 2003; 81(10):123-129, 38.
37. Fixing Health Care
Spear SJ. Fixing health care from the inside, today. Harvard Bus Review 2005;83(9):78-91.
41. Lessons in the Service Sector
Heskett, James L. (1987), “Lessons in the Service Sector,” Harvard Business Review, 87 (March-April), 118-26.
44. Learning to love the service economy
Canton, I. D. [1984] ‘Learning to love the service economy’, Harvard Business Review, may-June, 89-97.
45. Hearing the voice of the market
Barabba, Vincent and Gerald Zaltman (1991), Hearing the Voice of the Market. Cambridge, MA: Harvard Business School Press.
46. Information and Competitive Advantage
Porter, Michael E. and Victor E. Millar (1985), “How Information Gives You Competitive Advantage,” Harvard Busi- ness Review, 85 (July-August), 149-60.
47. Relationship marketing
Fournier, Susan Susan Dobscha, and David Glen Mick (1998), “Preventing the Premature Death of Relationship Marketing,” Harvard Business Review, 77 (January/February), 42-51
49. Trust and virtual organization
Handy, C. (1995). Trust and the virtual organization. Harvard Business Review, 73(3), 40-48.
50. Contextual marketing & Internet
Kenny, D., & Marshall, J. F. (2000). Contextual marketing: The real business of the Internet. Harvard Business Review, 78(6), 119-125.
51. Commoditization of Process
Davenport, T. The coming commoditization of processes. Harvard Business Rev. (June 2005), 100–108.
53. Knowledge Creating Company
Nonaka, I. The knowledge creating company. Harvard Business Review 69 (Nov–Dec 1991), 96–104.
56. Value Proposition
Anderson, J. C., Narus, J. A., & van Rossum, W. (2006). Customer value propositions in business markets. Harvard Business Review, 84, 90–99.
58. Restitching
Eisenhardt, K., and Brown, S. L. “Patching: Restitching Business Portfolios in Dynamic Markets,” Harvard Business Review (77:3), May/June 1999, pp. 72-82.
59. Coevolving
Eisenhardt, K., and Galunic, D. C. “Coevolving: At Last, a Way to Make Synergies Work,” Harvard Business Review (78:1); January/ February, 2000, pp. 91-102.
61. Strategy and the Internet
Porter, M. (2001) “Strategy and the Internet,” Harvard Business Review, March-April 2001, pp. 63-78.
62. Value Disciplines
Treacy, M., and Wiersema, F. “Customer Intimacy and Other Value Disciplines,” Harvard Business Review (71:1), January/February 1993, pp. 84-93.
65. Competitor collaboration
Hamel, G., Doz, Y. L., & Prahalad, C. K. 1989. Collaborate with your competitors-and win. Harvard Business Review, 67(1): 133-140.
70. Planning as Learning
DeGeus, Arie P. (1988), “Planning as Learning,” Harvard Business Review, 66 (March/April), 70-74.
71. Competing on the Eight Dimensions of Quality
Garvin, David A. (1987), “Competing on the Eight Dimensions of Quality,” Harvard Business Review, 57, 173-84.
72. Customer-Centered Brand Management
Rust, R. T., V. A. Zeithaml, K. N. Lemon. 2004. Customer-centered brand management. Harvard Bus. Rev. 82(9) 110-118.
74. Cultural Issues
Nonaka, Ikujiro (2007) The Knowledge-Creating Company. HBR.
M. Baba and J. Gluesing (1992), Knowledge creation: Japan vs. the West, HBR 70(1):157-58.
75. Supply Chain
Bowersox, Donald J. 1990. The Strategic Benefits of Logistics Alliances. HBR 90(4):4-11.
76. Service Worker Productivity
Drucker, Peter F. 1991. The New Productivity Challenge. HBR 91, November/December, 70-79.
77. Service Analytics
Davenport, T., Mule, L. D., & Lucker, J. (2011), Know what your customers want before they do. Harvard Business Review, 89, 84-92.
78. Service Excellence
Frei, F. X. 2008. The four things a service business must get right. Harvard Business Review 86(4): 70–
80.
79. Value-cocreation
Ramaswamy, V., Gouillart, F., 2010, Building the cocreative enterprise, Harvard Business Review, Volume 88 (10): 100-109.
80. Customer Experience
Meyer, Christopher and Andre Schwager (2007), “Understanding Customer Experience,” Harvard Business Review, February 117–26.
81. Customer-Employee Interactions
Fleming, J. H., Coffman, C., & Harter, J. K. (2005). Manage your human sigma. Harvard Business Review, 83(7/8), 106–114.
83. Self-Service
Moon, Y. and Frei, F.X. (2000), “Exploding the self-service myth’’, Harvard Business Review, Vol. 78 No. 3, pp. 26-7.
84. Customers
Dougherty D, Marty A (2008). What service customers really want? Harvard Business Review, September: p. 22.
85. Customer loyalty
O’Brien, Louise and Charles Jones, “Do Rewards Really Create Loyalty?”, Harvard Business Review (May – June, 1995), 75–82.
86. Strategy
Allmendinger, G.; Lombreglia, R.; Four Strategies for the Age of Smart Services. Harvard Business Review, Oct2005, Vol. 83 Issue 10, pp.131-145.
87. Customer Satisfaction
Taylor, A. (2002, July). Driving customer satisfaction. Harvard Business Review, 24-25.
88. Quality and Productivity Tradeoff
Frei, Frances X. (2006), “Breaking the trade-off between efficiency and service,” Harvard Business Review, 84 (11), 92-101.
89. Service Innovation
Thomke, Stefan (2003), “R&D Comes to Services,” Harvard Business Review, 81 (4), 70-79.
91. Employees and Customers
Chun, Rosa, and Gary Davies. “Employee Happiness Isn’t Enough to Satisfy Customers.” Harvard Business Review 87.4 (2009): 19.
92. Service Quality and Customer Trust
Bell, Simon J. and Andreas B. Eisingerich (2007), ―Work With Me,‖ Harvard Business Review, 85 (March), 32.
93. Productivity
Merrifield, R., Calhoun, J., & Stevens, D. (2008). The next revolution in productivity. Harvard Business Review, June, 72–80.
94. Global Networks
Bartlett, C., & Ghoshal, S. 1989. Managing across borders: The transnational solution. Boston, MA: Harvard Business School Press.
100. Not-for-profit service
Harvey, P. D., and Snyder, J. D. (1987) Charities need a bottom line too. Harvard Business Review (January-February). Harvard Business Publishing, Boston.
https://service-science.info/archives/2210
Online Marketing
ReplyDelete