100 Harvard Business Review (HBR) articles relevant to the emerging service science literature
Three Questions:
– What are your top three favorites from the list below?
– What, if any (HBR articles missing from this list) should be added for their practical insights to service innovation professionals?
– What publications (besides HBR) would have many articles most useful to service-innovation-practitioners in industry and entrepreneurial teams?
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.
19. Value Constellations
Normann, Richard and Rafael Ramirez (1993). “From Value Chain to Value Constellation: Designing Interactive Strategy,” Harvard Business Review, (July–August) 65–77.
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.
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.
28. House of Quality
Hauser, John R. and Don Clausing (1988), “The House of Quality,” Harvard Business Review, 66 (May-June), 63-73.
29. Experience Economy
Pine, B. Joseph and James H. Gilmore (1998), Welcome to the Experience Economy.Harvard Business Review.
30. Core Competence of the Corporation
Prahalad, C.K. and Gary Hamel (1990), “The Core Competence of the Corporation,” Harvard Business Review, 68 (May-June), 79-91.
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.
34. How Brands Become Icons
Holt, Douglas B. (2004), How Brands Become Icons: The Principles of Cultural Branding, Cambridge, MA: Harvard Business School Press.
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.
38. Competing for the Future
Hamel, G., & Prahalad, C. K. 1994. Competing for the future. Boston, MA: Harvard Business School Press.
39.Balanced Scoreboard
Kaplan, R.S., & Norton, D. P. 1992. The balanced scorecard: Measures that drive performance. Harvard Business Review, 70(1): 71-79.
40. Competing on capabilities
Stalk, G., Evans, P., & Shulman, L. 1992. Competing on capabilities: The new rules of corporate strategy. Harvard Business Review, 70(2): 57-69.
41. Lessons in the Service Sector
Heskett, James L. (1987), “Lessons in the Service Sector,” Harvard Business Review, 87 (March-April), 118-26.
42. Value Innovation
Kim, W. C. & Mauborgne, R. (1997). Value innovation: The strategic logic of high growth. Harvard Business Review, 75(1), 103-112.
43. Creating new market space
Kim, W. C. & Mauborgne, R. (1999). Creating new market space. Harvard Business Review, 77(1), 83-93.
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.
52. Manager Job
Mintzberg, H. The manager’s job: Folklore and fact. Harvard Business Review (July/Aug. 1975), 49–61.
53. Knowledge Creating Company
Nonaka, I. The knowledge creating company. Harvard Business Review 69 (Nov–Dec 1991), 96–104.
54. Business Models Matter
Magretta, J. (2002), “Why business models matter”, Harvard Business Review, Vol. 80 No. 5, pp. 86-92.
55. Business Model
Johnson M. W., Christensen, C. M. and Kagermann, H. (2008), “Reinventing your business model”, Harvard Business Review, Vol. 86 No. 12, pp. 50-59.
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.
57. Increasing Return
Arthur, W. B. “Increasing Returns and the New World Of Business,” Harvard Business Review (74:4), July-August 1996, pp. 100-109.
60. Strategy as Simple Rules
Eisenhardt, K., and Sull, D. “Strategy as Simple Rules,” Harvard Business Review (79:1), 2001, pp. 107-116.
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.
63. Games and Strategy
Brandenburger, A. M., & Nalebuff, B. J. 1995. The right game: Use game theory to shape strategy. Harvard Business Review, 73(4): 57-71.
64. Organizational change
Greiner, L.1972. Evolution and revolution as organizations grow. Harvard Business Review, 50(4): 37-46
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.
66. Beyond Vertical Integration
Johnston, R., & Lawrence, P. R. 1988. Beyond vertical integration: The rise of the value-adding partnerships. Harvard Business Review, 88(4): 94-101.
67. Collaborative Advantage
Kanter, R. M.1994. Collaborative advantage. Harvard Business Review, 72(4): 96-108.
68. Global Logic
Ohmae, K.1989. The global logic of strategic alliances. Harvard Business Review, 67(2): 143-154.
69. Cooperate to Compete
Perlmutter, H. V., & Heenan, D. A. 1986. Cooperate to compete. Harvard Business Review, 86(2): 136-152.
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.
73. Humble Decision Making
Etzioni Amitai (1989), “Humble Decision Making,” Harvard Business Review, 67 (July-August), 122-26.
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.
82. Strategy
Marco Iansiti and Roy Levien. Strategy as Ecology. Harvard Business Review, 82(3):68–78, March 2004a.
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.
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.
90. Contracting
Marcus, Sumner (1964), “Studies of Defense Contracting,” Harvard Business Review, 42 (3), 20-184.
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.
95. Global Networks & Developing Economies
Khanna, T., & Palepu, K. 2006. Emerging giants: Building worldclass companies in developing countries. Harvard Business Review, 84(10): 60–69.
96. Offshoring
Farrell, D. 2006. “Smarter Offshoring,” Harvard Business Review (84:6), pp. 85-92.
97. Innovation
Deborah Wince-Smith (2005) “Innovate at your own risk”, Harvard Business Review, Vol. 83 No.5, pp.25.
99. Emerging Markets
Prahalad, C. K. and A. Hammond: 2002, ‘Serving the World’s Poor, Profitably’, Harvard Business Review 80(9), 48–58.
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.
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Here are the 100 papers, ranked based on number of times top keywords were mentioned:
Exploiting the Virtual Value Chain
How to Sell Services More Profitably
R&D Comes to Services: Bank of America’s Pathbreaking Experiments
Strategy and the Internet
Capturing the Value of Supplementary Services
Customer Intimacy and Other Value Disciplines
The Four Things a Service Business Must Get Right
Beyond Products: Services-Based Strategy
Co-opting Customer Competence
The Next Revolution in Productivity
Four Strategies for the Age of Smart Services
Emerging Giants: Building World-Class Companies in Developing Countries
The Coming Commoditization of Processes
Strategy as Ecology
The Service Factory
Know What Your Customers Want Before They Do
Investing in the IT That Makes a Competitive Difference
Breaking the Trade-Off Between Efficiency and Service
Preventing the Premature Death of Relationship Marketing
Value Innovation: The Strategic Logic of High Growth
Spark Innovation Through Empathic Design
Contextual Marketing: The Real Business of the Internet
Zero Defections: Quality Comes to Services
The Core Competence of the Corporation
The Balanced Scorecard: Measures That Drive Performance
Increasing Returns and the New World of Business
Designing Interactive Strategy
Welcome to the Experience Economy
Making Mass Customization Work
Building the Co-Creative Enterprise
Putting the Service-Profit Chain to Work
The Lean Service Machine
Creating New Market Space
The Knowledge-Creating Company
The Knowledge-Creating Company
Exploding the Self-Service Myth
Customer-Centered Brand Management
Understanding Customer Experience
Reengineering Work: Don’t Automate, Obliterate
The Service-Driven Service Company
The Strategic Benefits of Logistics Alliances
Will You Survive the Services Revolution?
Go Downstream: The New Profit Imperative in Manufacturing
Customer Value Propositions in Business Markets
Serving the World’s Poor, Profitably
Competing on Capabilities: The New Rules of Corporate Strategy
Competing with Giants: Survival Strategies for Local Companies in Emerging Markets
Beyond Vertical Integration—The Rise of the Value-Adding Partnership
Why Business Models Matter
Competing on the Eight Dimensions of Quality
Do Rewards Really Create Loyalty?
Lessons in the Service Sector
Patching: Restitching Business Portfolios in Dynamic Markets
The Global Logic of Strategic Alliances
Driving Customer Satisfaction
Strategy as Simple Rules
Where Does the Customer Fit in a Service Operation?
The House of Quality
How Information Gives You Competitive Advantage
Reinventing Your Business Model
Collaborative Advantage: The Art of Alliances
Fixing Health Care from the Inside, Today
Designing Services That Deliver
Smarter Offshoring
Production-Line Approach to Service
The Right Game: Use Game Theory to Shape Strategy
Strategy and the New Economics of Information
Match Supply and Demand in Service Industries
What Service Customers Really Want
Work with Me
Planning as Learning
The Profitable Art of Service Recovery
The Coming of Knowledge-Based Business
Competing for the Future
Humble Decision Making
Cooperate to Compete Globally
The Manager’s Job: Folklore and Fact
Managing Government, Governing Management
The Industrialization of Service
The New Productivity Challenge
Evolution and Revolution as Organizations Grow
Collaborate with Your Competitors—and Win
SYMBOLS FOR SALE
Exploit the Product Life Cycle
Trust and the Virtual Organization
Effective Marketing for Professional Services
Employee Happiness Isn’t Enough to Satisfy Customers
Charities Need a Bottom Line Too
Want to Perfect Your Company’s Service? Use Behavioral Science
Managing Across Borders: The Transnational Solution
Manage Your Human Sigma
The Power of Unconditional Service Guarantees
STUDIES OF THE DEFENSE CONTRACTING PROCESS
Breakthrough Ideas for 2005
How Brands Become Icons: The Principles of Cultural Branding
Coevolving: At Last, a Way to Make Synergies Work (HBR OnPoint Enhanced Edition)
Cost accounting comes to service industries
Learning to love the service economy
Hearing the voice of the market
Innovate at Your Own Risk
Here are 100 top keywords extracted from the papers:
customer
company
customization
service
product
business
market
manager
rate
use
owe
manage
art
competition
process
development
value
new
knowledge
organization
offer
cost
action
work
time
manufacturing
employment
services
nation
perform
corporate
create
industrial
need
consumer
economic
part
format
growth
live
profit
provider
king
ratio
production-productivity
call
leader
experience
system
design
increase
change
tech
car
improve
management
formation
lab
engineer
operation
count
try
information
winner
investment
cause
world
delivery
net
tradition
prove
become
buy-buyer
partner
think
quality
unit
ability
executive
build
people
person
mean
measure
model
focus
layer
example
relations
effectiveness
firm
problem
success
understand
base
pin
learning
set
real
price
Other publications to consider for practitioner interested in service science…
consider service science related articles in…
1. Organizational Dynamics
2. California Management Review
3. Sloan Management Review
4. Communications of the ACM, and
Proceedings of the ACM Conference on Computer Supported Cooperative Work
5. Journal of Service Research
6. Academy of Management Executive (it has a new name now
7. Journal of Marketing
8. Journal of the Academy of Marketing Science
Also intrigued by Chris Voss, London’s response:
“The two other similar journals are the MIT Sloan Management Review and the California Management Review. These are the only three widely read by managers and where reprints are often used in courses.”
“Other than that I would suggest:
Social networking such LinkedIn. There are many groups using LinkedIn and getting things listed on these groups with links to white papers articles web sites are useful. I am sure that a search would find other social networking groups.”
“Publications and weblinks of professional organizations”
Top ten most popular (6 voters so far)…
…send me (spohrer@us.ibm.com) your top 3 choices and I will update the list:
Top ten #1
5. Industrialization of Service (Productivity)
Levitt, Ted (1976), “Industrialization of Service,” Harvard Business Review, 54 (September-October), 63-74.
Top ten #2
15. Production-Line Approach to Services (Productivity)
Levitt, Theodore (1972), “Production-Line Approach to Services,” Harvard Business Review, 50 (September-October), 42-52.
Top ten #3
1. Customer Fit
Chase, Richard B. (1978), “Where Does the Customer Fit in a Service Operation?,” Harvard Business Review, 56 (November-December), 137-42.
Top ten #4
2. Behavioral Sciences
Chase, R.B., Dasu, S., 2001. Want to perfect your company’s service? Use behavioral science. Harvard Business Review (June), 79–84.
Top ten #5
3. Service Factory
Chase, R.B.,Garvin, D. (1989) The Service Factory, Harvard Business Review, July-August 1989 (lead article), pp. 61-69.
Top ten #6
4. Service Science
Chesbrough, H. (2005) Toward a science of services. Harvard Business Review 83, 16–17.
Top ten #7
6. Designing Services that Deliver (Quality)
Shostack, Lynn (1984), “Designing Services that Deliver,” Harvard Business Review, 62 (January-February), 133-39.
Top ten #8
7. Putting the Service-Profit Chain to Work (Quality)
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.
Top ten #9
48. Design
Leonard, Dorothy and Jeffrey F. Rayport (1997), “Spark Innovation through Empathic Design,” Harvard Business Review, 75 (November/December), 102-13.
Top ten #10
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.
Also received votes:
54. Business Models Matter
Magretta, J. (2002), “Why business models matter”, Harvard Business Review, Vol. 80 No. 5, pp. 86-92.
57. Increasing Return
Arthur, W. B. “Increasing Returns and the New World Of Business,” Harvard Business Review (74:4), July-August 1996, pp. 100-109.