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Managing Service Operations

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

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November 11, 2021November 11, 2021

Nice work week, if you can get it

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October 7, 2020October 7, 2020

Meet the Customer Service Reps for Disney and Airbnb Who Have to Pay to Talk to You

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November 7, 2016February 22, 2020

Why Our Best Officers Are Leaving

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October 1, 2015February 22, 2020

How Diversity Makes Us Smarter

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  • 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
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Recent Posts

  • Nice work week, if you can get it
  • Analysis Group’s CEO on Managing with Soft Metrics
  • How Cheesecake to Go Saved the Cheesecake Factory
  • Santa Fe BK Experiments With an Innovative Way to Pay All Employees Fairly
  • Inside Amazon’s Worst Human Resources Problem

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