Service Profit Chain - Publications - Faculty & Research

01 Mar 2011
News

Fast Casual

Cherng: Panda’s process designer. Peggy Cherng (OPM 25, 1997) and her husband, Andrew, share the titles of cochairman and co-CEO of Panda Restaurant Group (PRG), “one of the fastest-growing and most successful restaurant chains in the... View Details

Keywords: Food Services and Drinking Places; Food Services and Drinking Places

Web

Kresge Way | About

ideas with peers, scholars, and business practitioners from across the globe. Before Kresge, food service was located at Cowie Hall, a temporary structure built by the US Navy and sold to the School after World War II. Kresge was a... View Details

27 Sep 2021
News

Sewn with Love

supply chain. The gowns were produced by a tight circle of manufacturers that had begun to shut down as a result of COVID-19. “The system works very well when the demand is stable,” notes Hanazawa. It was clear, however, that the supply View Details

10 Apr 2025
Blog Post

IFC India 2025: SELCO - Decentralized Renewable Energy to Develop While Decarbonizing

energy supply with sufficient backup for critical services like primary and maternal care. Reliable power access also supports telehealth services, enabling real-time diagnostics and reducing the need for multiple visits - a significant... View Details

01 Mar 2004
What Do You Think?

Are Customer Loyalty Initiatives Worth the Investment?

Summing Up This month's column presented two views of the importance of customer loyalty management, one challenging its feasibility and long-term impact (Michael Treacy, Double Digit Growth) and one concluding that it is one of the most important drivers of View Details

Keywords: by James Heskett

June 2017
Teaching Note

The De Beers Group: Exploring the Diamond Reselling Opportunity

By: Benjamin C. Esty, Daniel P. Gross and Lauren G. Pickle

In September 2014, Tom Montgomery (SVP of strategic initiatives at the De Beers Group) and his team launched a pilot program in the United States to explore $1 billion diamond market for pre-owned (recycled) diamonds. According to Montgomery, the motivation for the... View Details

Citation

Purchase

01 Jun 2013
News

School of Hard Knocks

engagement were more than three times as profitable as firms with average engagement. Fostering a diverse culture is the right thing for a firm to do; it can also lead to a stronger bottom line, especially in today's world where virtually... View Details

Keywords: discrimination; Management, Scientific, and Technical Consulting Services; Management, Scientific, and Technical Consulting Services

12 Mar 2018
Op-Ed

Op-Ed: Why BlackRock CEO Larry Fink Is Not a Socialist

innovations and superior service that companies create customer satisfaction and loyalty. That, in turn, leads to increased revenues and ultimately greater profitability—the basis for creating ongoing shareholder value. The key to... View Details

Keywords: by Bill George; Banking

01 Feb 2001
News

Books

world: dot-coms, dot-com enablers (technology and service providers), and "wannadots" (established companies seeking to incorporate the Internet into their activities). These organizations must find ways to thrive in a digital age that... View Details

Keywords: books; research; Publishing Industries (except Internet); Information

03 Apr 2019
Book

Fintech's Game-Changing Opportunities for Small Business

Artificial intelligence, machine learning, and big data will transform financial services and small-business lending long before they impact driverless cars, predicts Harvard Business School Senior Fellow Karen G. Mills. “As we speak,... View Details

Keywords: by Martha Lagace; Financial Services; Financial Services

13 May 2020
Blog Post

Crisis Leadership with Nikhil Patel: The Critical Importance of Trust

immediately ahead. “I had to figure out how to set up isolation and quarantine sites for two to three thousand homeless people, sheltered and unsheltered,” he says. “I made epidemiological models to estimate the number of rooms we needed, then helped ensure the... View Details

Keywords: Nonprofit / Government; Social Enterprise

01 Dec 2011
News

Li & Fung's Global Footprint

and our profit centers to be as flexible as the small companies they’re competing against. So that led to a system where we operate more like a partnership than a very structured, bureaucratic company. It’s a very flat organization where... View Details

Keywords: Roger Thompson; Miscellaneous Manufacturing; Manufacturing; Wholesale Trade

04 Sep 2019
News

The School that Donham Built

then–Harvard President Drew Faust said Donham’s leadership was guided by his resolve that Harvard “would educate manager-statesmen motivated not by profit alone, but by the improvement of society.” A prolific author, Donham wrote... View Details

Keywords: Deborah Blagg

Article

Managing Climate Change: Lessons from the U.S. Navy

By: Forest Reinhardt and Michael W. Toffel

The U.S. Navy operates on the front lines of climate change. It manages tens of billions of dollars in assets on every continent and on every ocean, which take many years to design and build and then have decades of useful life. This means that it needs to understand... View Details

Citation

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01 Jun 2011
News

The Best-Laid Plans

210 is Jess Bloomgarden (MBA 2012), with classmates Alex Stratoudakis and Emma Taylor. In fifteen minutes they present their plan for AfterSteps, a Web-based end-of-life planning service that offers advice and secure storage for legal,... View Details

Keywords: Julia Hanna; contests; Architectural, Engineering, and Related Services; Architectural, Engineering, and Related Services; Architectural, Engineering, and Related Services; Architectural, Engineering, and Related Services; Architectural, Engineering, and Related Services

10 Apr 2007
First Look

First Look: April 10, 2007

deforestation campaign in order to make its supply chain more socially and environmentally responsible. Purchase this case: http://www.hbsp.harvard.edu/b01/en/common/item_detail.jhtml?id=907414 Motilal Oswal Financial View Details

Keywords: Martha Lagace

01 Jun 2009
News

Dispatches from the Global Classroom

“we-dentity” and the power of community in the face of an inefficient, sometimes corrupt, local government. Santa Ana del Valle, for example, provides many of its services (such as policing or maintenance of the church and museum) through... View Details

Keywords: Julia Hanna; Educational Services; Educational Services; Educational Services; Educational Services; Educational Services; Educational Services

05 Aug 2015
What Do You Think?

What Happened to the ‘Innovation, Disruption, Technology’ Dividend?

in the field of analytics are focused on improved utilization of productive equipment and materials It is hard to get much GDP growth or wage growth this way, but corporate profits are certainly going up. Perhaps that is a better way to... View Details

Keywords: by James Heskett; Computer; Technology

15 Jul 2015
Research & Ideas

Amazon Prime Day: The Logic Behind a Retailer’s Made-up Holiday

additional cost to Amazon, but represent huge value to the customer. It's a real differentiator for them because most of their competitors won't be able to offer those perks, and certainly not in the same place all at once." "[PERKS LIKE STREAMING MUSIC AND... View Details

Keywords: Re: Sunil Gupta; Retail

Web

TJ Moen Archives | Social Enterprise

Impact Measurement Inclusive Finance International Development K-12 Education Leadership Fellows Leadership in Challenging Times MBA Programs Microfinance Non Profit Management Nonprofit Supportive Services... View Details

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