Food Service - Publications - Faculty & Research - Harvard Business School

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March 1982
Supplement

General Foods: Food Service Division, Video

By: John P. Kotter

Keywords: Food; Food and Beverage Industry

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November 1981
Supplement

General Foods: Food Service Division (B)

By: John P. Kotter

Keywords: Food and Beverage Industry

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November 1981 (Revised October 1985)
Supplement

General Foods: Food Service Division (C)

By: John P. Kotter

Keywords: Food and Beverage Industry

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December 1980 (Revised February 1998)
Case

McDonald's Corp. (Condensed)

By: W. Earl Sasser and David C. Rikert

Describes the operating system of McDonald's, the world's most successful fast food chain. The case does not have a decision focus; it is designed for use with Burger King Corp. Students are asked to compare the operating systems of these two fast food hamburger... View Details

Keywords: Service Operations; Competition; Food and Beverage Industry

October 1977 (Revised September 1983)
Case

Colonial Food Services Co.

By: Michael Beer and James G. Clawson

The first case in a four-part case series which outlines the events leading up to a performance appraisal interview. Describes the background of the company. View Details

Keywords: Performance Evaluation; Food and Beverage Industry

April 1975 (Revised November 1988)
Case

La Grande Alliance-Restaurant Francaise

By: Claudine B. B. Malone and Carliss Y. Baldwin

Pricing of meals for exclusive French restaurant. View Details

Keywords: Price; Product Marketing; Service Industry; Service Industry

November 1972 (Revised July 2023)
Case

Benihana of Tokyo

By: W. Earl Sasser

Discusses the development of a chain of "theme" restaurants. The student is asked to evaluate the current operating strategy and suggest a long-term expansion strategy. View Details

Keywords: Expansion; Business Strategy; Brands and Branding; Food and Beverage Industry; Food and Beverage Industry

Teaching Interest

Managing Service Operations - MBA Elective Curriculum

By: Ryan W. Buell

World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course investigates the distinct challenges inherent in leading service operations, which make up... View Details

Keywords: Service Delivery; Customer Satisfaction; Customer Loyalty; Quality; Employees; Service Models; Service Industry

Teaching Interest

Overview

Managing Service Operations - MBA Elective Curriculum

World-class service organizations deeply understand the needs and behaviors of their customers, and design, manage, and improve their operating models accordingly. This course... View Details

Keywords: Customer Lifetime Value; Customer Centric Initiative; Customer Engagement; Service Management; Service Profit Chain; Service Design; Service Models; Service Excellence; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Service Delivery; Service Operations

Research Summary

Overview

By: Ryan W. Buell

From creating flight itineraries online, to interacting with tellers to complete complex banking transactions, to engaging with the government to address civic problems, customers are playing an increasingly vital role in the performance of operations in a broadening... View Details

Research Summary

Overview

By: Brian L. Trelstad

The focus of my research is on the systems of social innovation. How small groups of individuals come up with new products and services targeting important problems; how they finance these initial efforts, and convert prototypes into viable organizational strategies;... View Details

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