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Managing Service Operations

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

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June 12, 2016

New research shows that cashiers who have their own lines move customers more quickly

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June 2, 2016July 9, 2016

Here’s why Disney built a resort in Shanghai

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May 25, 2016

American Airlines waives man’s $200 change fee after witty letter

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May 17, 2016May 17, 2016

Amazon is Giving Away the AI Behind Its Product Recommendations

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May 12, 2016

Whole Foods’ Scaled-Down 365 Store Has Robots, but No Tattoo Parlor

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May 11, 2016September 5, 2018

Why is it so Painful to Buy a New Car?

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May 11, 2016November 13, 2018

Just How Good (or Bad) Are All the Jobs Added to the Economy Since the Recession?

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May 2, 2016

How to start a mid-air fight: Put a first class cabin on the plane

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May 1, 2016May 1, 2016

The Case For Making Restaurant Work Mandatory

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April 29, 2016

Designing the Commute of the Future

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    • Designing Service Excellence
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Recent Posts

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  • Why Starbucks Is Shutting Hundreds of Cafes in the Middle of a Comeback
  • Why Is Danny Meyer, the Happy Face of Hospitality, Serving Up Regrets?
  • America’s Fast-Food Chains Are Making a Big Pivot—Back to Humans

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