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Managing Service Operations

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

March 29, 2016November 27, 2018

Why A New Generation Of On-Demand Businesses Rejected The Uber Model

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March 28, 2016October 17, 2016

Can an Airline Cut “Turn Times” Without Adding Staff?

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March 28, 2016March 28, 2016

Protected: 2016 Spring Break Service Dispatches

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March 27, 2016September 20, 2018

How to Design (and Analyze) a Business Experiment

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March 27, 2016

Statisticians Found One Thing They Can Agree On: It’s Time To Stop Misusing P-Values

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March 24, 2016November 27, 2018

The Uber Model, It Turns Out, Doesn’t Translate

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March 24, 2016September 9, 2016

Can Customer Reviews Be ‘Managed?’

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March 24, 2016

Customers Like Self-Service, Unless It Undermines Customer Support

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March 24, 2016March 24, 2016

Priceline’s CEO on Creating an In-House Multilingual Customer Service Operation

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March 19, 2016September 26, 2022

Ex-McKinsey analyst finds new path as lavish jeweler

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