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Managing Service Operations

A Resource for the Managing Service Operations MBA Course at Harvard Business School

Author: Ryan Buell

October 17, 2023October 22, 2023

United Airlines to Change Its Boarding Process, a Win for Window Seats

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October 16, 2023October 16, 2023

Chick-fil-A drive-thrus are dreadfully slow, but customers don’t seem to care

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October 2, 2023October 2, 2023

With Howard Schultz Gone, New Starbucks CEO Looks to Reset

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October 2, 2023October 2, 2023

Why Your Starbucks Wait Is So Long

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September 16, 2023September 17, 2023

Fighting for Customer Service

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September 12, 2023September 12, 2023

85% Is the Magic Number for Productivity

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July 20, 2023December 3, 2023

Shared Medical Appointments increase the satisfaction, knowledge, and medication compliance of patients with glaucoma

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February 16, 2023October 27, 2023

Bing’s A.I. Chat: ‘I Want to Be Alive. 😈’

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November 20, 2022November 20, 2022

Blank Street Coffee Is Suddenly Inescapable

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November 1, 2022November 1, 2022

Costco CEO Craig Jelinek on Shareholders, Costco.com, and Hot Dogs

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  • Articles and Current Events
    • Designing Service Excellence
    • Learning and Integration
    • Managing Customers
    • Managing Employees
    • Service Analytics
    • Service Automation
  • Course Exercises
    • Letter Writing Exercise
    • New Service Design Exercise
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