Publications

June 1997
Teaching Note

Nutra Foods TN

By: David F. Hawkins

Teaching Note for (9-196-038). View Details

Keywords: Food and Beverage Industry; Food and Beverage Industry

10 Aug 2017
Cold Call Podcast

Pal's Sudden Service: Taking Fast Food to the Next Level

Keywords: Re: Gary P. Pisano; Food & Beverage

10 Aug 2017
News

Pal’s Sudden Service: Taking Fast Food to the Next Level

June 2024
Supplement

Pal's Sudden Service (B)

By: Gary P. Pisano, Francesca Gino and Ruth Page

Pre-Abstract: Instructors should consider the timing of making videos available to students, as they may reveal key case details.

Abstract: Pal's Sudden Service has developed a unique operating model and organizational culture in the quick service... View Details

Keywords: Growth and Development Strategy; Organizational Culture; Motivation and Incentives; Service Operations; Food and Beverage Industry; Food and Beverage Industry

29 May 2020
Op-Ed

How Leaders Are Fighting Food Insecurity on Three Continents

AmeriCorps service members, it now is focused on maximizing food production by expanding growing space and adjusting crop plans. The goal is to double last year’s harvest of 3 tons of food, which is being... View Details

Keywords: by Howard Stevenson and Shirley Spence; Agriculture & Agribusiness

22 Feb 2016
News

Cooking Up America’s Food Culture

Duda has seen in the food world, in his 30-year career, is the number of people who work in food services who don’t work in kitchens. That’s where Duda feels he can make his... View Details

Keywords: April White

July 2003 (Revised October 2018)
Case

Starbucks: Delivering Customer Service

By: Youngme Moon and John Quelch

Starbucks, the dominant specialty-coffee brand in North America, must respond to recent market research indicating that the company is not meeting customer expectations in terms of service. To increase customer satisfaction, the company is debating a plan that would... View Details

Keywords: Customer Focus and Relationships; Customer Satisfaction; Profit; Recruitment; Marketing Strategy; Service Operations; Performance Improvement; Planning; Food and Beverage Industry

09 May 2018
Research & Ideas

A Simple Way for Restaurant Inspectors to Improve Food Safety

Restaurant inspectors can be the last line of defense between you and moldy bread. (HighLaZ) Simple tweaks to the schedules of food safety inspectors could result in hundreds of thousands of currently overlooked violations being... View Details

Keywords: by Carmen Nobel; Food & Beverage; Food & Beverage

03 Feb 2016
Research & Ideas

The State of Customer Service Leadership

Good and bad service experiences die hard. Who can forget the hotel receptionist who went above and beyond the call of duty to accommodate a last-minute change in travel plans in contrast to the sulky server at an expensive restaurant who... View Details

Keywords: by Jim Aisner; Retail

Fast Answer

Managing Service Operations: Research resources for new service design

Where can I begin begin my research for the new service design exercise? The following are highly selected resources for MSO New Service Design exercise. Please contact Baker Library View Details

May 2024 (Revised May 2024)
Case

Market by Met Council: Revolutionizing Food Pantries in the Digital Age

By: Elisabeth Paulson and Michael W. Toffel

In fall 2023, the Food Program of Met Council—America’s largest Jewish charity dedicated to fighting poverty—completed the rollout of the newest version of its digital pantry platform to twelve food pantries in the Met Council food pantry network. The digital... View Details

Keywords: Customer Focus and Relationships; Digital Transformation; Nonprofit Organizations; Service Operations; Human Needs

14 Sep 2015
Research & Ideas

Rewriting the Rules of Service Competition

Editor's Note: Harvard Business School professors James Heskett, W. Earl Sasser, and Leonard A. Schlesinger literally wrote the book on service industry management with The Service Profit Chain. Now the... View Details

Keywords: by James Heskett, W. Earl Sasser & Leonard A. Schlesinger; Retail

25 Apr 2014
News

A model of service

private schools, enabling students to volunteer on a regular basis. "Students come away from the experience realizing that we are all alike, but sometimes bad things happen to people and they are forced to live off of food stamps or go to... View Details

November 2023 (Revised March 2024)
Case

Infarm: Betting the (Indoor) Farm on Food Security

By: Elie Ofek

In the summer of 2023, the co-founders of Infarm, a controlled environment agriculture (CEA) company, were contemplating a major pivot going forward. While Infarm had successfully shown it could grow over 75 products—mainly herbs, leafy greens and mushrooms—in modular... View Details

Keywords: Plant-Based Agribusiness; Business Model; Market Entry and Exit; Science-Based Business; Business Strategy; Transition; Agriculture and Agribusiness Industry; Europe; North America; Toronto; Northeastern United States

12 May 2016
News

Food Rescue Is on a Mission

Carson notes. “Coming in for a meal can connect them with people and services that are provided by those missions, including counseling, job training, health workers. The food is the tip of the iceberg.”... View Details

Keywords: Jill Radsken

2024
Working Paper

The Operational Impact of Customer Location in On-Demand Services

By: Natalie Epstein, Santiago Gallino and Antonio Moreno

The rapid growth of on-demand delivery services, particularly in the food and grocery sectors, has driven the expansion of hyperlocal fulfillment centers (FCs). This paper uses data from an on-demand grocery delivery platform in Latin America to assess how customer... View Details

Keywords: Consumer Behavior; Logistics; Geographic Location; Service Delivery; Quality; Retail Industry; Latin America

SSRN

January 2020
Supplement

Clover Food Lab in 2016 (B)

By: Lena G. Goldberg and Michael S. Kaufman

January 2006 (Revised August 2008)
Case

Vivaldi Food Concepts--The Start-up of an Asian Venture (A)

Joel Silverstein needs to raise an additional $1.5 million from private investors to round out the equity financing for his new Quick Service Restaurant venture in China, Korea, and Japan. How should he pitch the opportunity? What should be the terms? View Details

Keywords: Venture Capital; Private Equity; Business Startups; Food and Beverage Industry; Food and Beverage Industry; Japan; China; South Korea