Skip to content

Managing Service Operations

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

Category: Managing Customers

October 25, 2020October 25, 2020

When Providing Wait Times, It Pays to Underpromise and Overdeliver

Continue reading →
October 24, 2020October 26, 2020

Home Depot Won a Lot of Customers During the Pandemic. The Trick Is Keeping Them.

Continue reading →
September 28, 2020September 28, 2020

How to (Actually) Change Someone’s Mind

Continue reading →
October 28, 2019November 1, 2019

Sweetgreen’s So-Called New ‘3.0’ Location Opens in Manhattan without Assembly Line Ordering

Continue reading →
October 1, 2019

In New York City, Starbucks Is Quietly Building A Mobile Order-Only Store

Continue reading →
September 28, 2019October 28, 2019

Why Does Delta, With Its Superior Performance, Have A Lower Customer Satisfaction Score Than American?

Continue reading →
September 24, 2019

Changing the Order of Fast Food Menus Nudges Customers Towards Healthier Soft Drink Choices

Continue reading →
September 12, 2019October 29, 2019

Counter Service Tipping: Who Gives?

Continue reading →
September 9, 2019September 10, 2019

United Airlines Uses Cars To Explain Why Passengers Can’t Sit In Empty Economy Plus Seats

Continue reading →
September 9, 2019September 11, 2019

United Airlines’ New App Has So Far Saved 40,000 Flight Connections

Continue reading →

Posts navigation

← Older posts

Menu

  • Course Description

Categories

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

Recent Posts

  • Is this the end of tipping?
  • During COVID, masked employees improve service quality perceptions
  • Elon Musk: “There should be more time on the product or service itself…”
  • 2020 MSO Service Bank
  • The Life of Zappos’s Pioneering CEO – Tony Hsieh

Recent Comments

    Meta

    • Log in
    • Entries feed
    • Comments feed
    • WordPress.org
    • Course Description
    Proudly powered by WordPress | Theme: Cubic by WordPress.com.