Service Profit Chain - Publications - Faculty & Research

01 Jan 2006
News

Ann S. Moore, MBA 1978

services and information. In 1978, Time Inc. produced only six magazines, but soon the number of print materials available to Americans began to explode. Driven by consumer habits and technology, the landscape continues to change even... View Details

01 Sep 2005
News

Predictable Surprises

CEOs several decades ago. The airline’s previous generation of leaders settled tough union negotiations, made agreements that allowed them to operate profitably and look good in the short term, and dumped their pension obligations into... View Details

Keywords: Deborah Blagg; Educational Services; Educational Services

19 Aug 2010
News

Catchphrases, Mottos, and Cheers

PMD, it's OPM for me. Refrain: OPM (OPM), Harvard Square (Harvard Square). You'll learn with all the smartest teachers there. Come on down to Cambridge to spend a week or three. AMP, PMD, it's OPM for me. OPM 34. Wasabi! (from a case about a Japanese restaurant View Details

Keywords: Keith Larson; Educational Services; Educational Services

21 Dec 2022
News

HBS Community Comes Together in Wake of Ukraine Invasion

Chief Digital Transformation Officer at the State Service of Special Communication and Information Protection of Ukraine APRIL 15 As the reality of the conflict in Ukraine became clear in March, Antoine Leboyer (MBA 1992) went searching... View Details

16 Sep 2015
News

Built for Speed

in Iraq. Local Motors currently has three working microfactories, with plans to build a network of 50. But the pressures of military service weighed on him. He loved the Marines, but he missed his wife and three-year-old son. Two of his... View Details

Keywords: Dan Morrell; Machinery Manufacturing; Manufacturing

02 Oct 2015
News

The ‘F’ Word

startup to Dropbox, Carpenter is the protagonist of another case coauthored by Eisenmann and Alison Berkley Wagonfeld (MBA 1996). “Steven Carpenter at Cake Financial” details his efforts to build and grow an online financial services... View Details

Keywords: Walt Disney Studios

28 May 2019
News

A More Perfect Union

the end, that’s what an effective government does: It provides services to citizens and gives them the basics to do better. Today’s system creates fewer and fewer of those opportunities to move up,” says Ballou-Aares, who was selected as... View Details

Keywords: Jen McFarland Flint; illustration by Dan Bejar

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