Food Services and Drinking Places - Publications - Faculty & Research

01 Dec 2011
News

At Your Service

close look at their capabilities, their customers’ needs, and their competitors’ performance. If I had to identify one place most organizations could really start to make a difference, it would be View Details

Keywords: Deborah Blagg; customer service; Computer and Electronic Product Manufacturing; Computer and Electronic Product Manufacturing; Computer and Electronic Product Manufacturing; Computer and Electronic Product Manufacturing; Computer and Electronic Product Manufacturing; Computer and Electronic Product Manufacturing; Computer and Electronic Product Manufacturing; Computer and Electronic Product Manufacturing

01 Apr 2000
News

A Place in the Sun

hairdryer, and a fully stocked bar, to name a few amenities). Fine wines and gourmet cuisine featuring fresh, local in-gredients like lobster and passion fruit are standard... View Details

Keywords: Julia Hanna and Garry Emmons

17 Oct 2016
HBS Case

Business Solutions That Help Cut Food Waste

As much as 40 percent of food grown in the United States for human consumption is wasted. Source: Eivaisla After decades of wasteful food practices, where perfectly good food is discarded even as poverty keeps many families hungry, solutions are starting to come... View Details

Keywords: by Dina Gerdeman; Food & Beverage

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

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22 Feb 2016
News

Cooking Up America’s Food Culture

he’d become an academic—instead he became instrumental in shaping our country’s food culture. Duda’s restaurant experience had been his education. In Miami, he’d been in the kitchen of the Spiral Restaurant, a new kind of counter-culture... View Details

Keywords: April White

09 May 2018
Research & Ideas

A Simple Way for Restaurant Inspectors to Improve Food Safety

helping establishments learn the rules, create good habits, and improve food safety practices. “It can be frustrating when establishments neglect these safety practices, which increases the risk of consumers... View Details

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

03 Feb 2016
Research & Ideas

The State of Customer Service Leadership

service organization, and comfort with a team-based organization. Aisner: What are some examples of organizations that do all this right? Heskett: Organizations that have benefited from this kind of... View Details

Keywords: by Jim Aisner; Retail

14 Sep 2015
Research & Ideas

Rewriting the Rules of Service Competition

well. As a result, these organizations staff very carefully, hiring for attitude and then training for skills, whether the business is fast food or cutting-edge medical organizations such as the Mayo Clinic.... View Details

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

24 Apr 2023
HBS Case

What Does It Take to Build as Much Buzz as Booze? Inside the Epic Challenge of Cannabis-Infused Drinks

impact can be limited by whether or not consumers can actually access the product. “You’re creating a lot of awareness with these ad campaigns,” says Israeli, who cofounded the Customer Intelligence Lab at the Digital, Data, and Design... View Details

Keywords: by Jay Fitzgerald; Food & Beverage; Food & Beverage

23 Jan 2012
Research & Ideas

Break Your Addiction to Service Heroes

red on food service. But Southwest doesn't pay much attention to that, because getting better at food service would slow its turnaround time, which is a big green for the... View Details

Keywords: by Deborah Blagg; Service

08 May 2018
News

How HBS Helped Wolfgang Puck Build a Food Empire

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

22 May 2020
Blog Post

Reflections on Service - Armed Forces Alumni Association Student Profiles

the Navy, my brothers had both enlisted following high school, and military service ran deep throughout both sides of my family. With my decision to go to college, I had broken with this tradition View Details

February 2022
Article

Sugar-sweetened Beverage Purchases and Intake at Event Arenas with and without a Portion Size Cap

By: Sheri Volger, James Scott Parrott, Brian Elbel, Leslie K. John, Jason P. Block, Pamela Rothpletz-Puglia and Christina A. Roberto

This is the first real-world study to examine the association between a voluntary 16-ounce (oz.) portion-size cap on sugar-sweetened beverages (SSB) at a sporting arena on volume of SSBs and food calories purchased and consumed during basketball games. Cross-sectional... View Details

Keywords: Sugar-sweetened Beverages; Nutrition Policy; Obesity Prevention; Portion Sizes; Nutrition; Policy; Health; Behavior

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01 Sep 2020
News

Elevator Pitch: First Byte

Illustration by Drue Wagner Illustration by Drue Wagner Concept: “Alfred,” a food industry collaborative robot, or “cobot,” trained to assist in the assembly of items such as salads and View Details

Keywords: Artificial Intelligence; restaurants; food prep; Food Services and Drinking Places; Food Services and Drinking Places

February 2020
Case

Rotoplas: Bringing More and Better Water

By: John D. Macomber and Carla Larangeira

Private companies were being turned to for potable water in the world’s megacities due to impacts of climate change including droughts and flooding. Mexico City had endured several water-related crises, with its population suffering from floods, droughts, water... View Details

Keywords: Water Supply; Water Management; Finance; Infrastructure; Urban Development; Business and Government Relations; Latin America; Mexico

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02 Jun 2020
Research & Ideas

Coronavirus Careers: Cloud Kitchens Are Now Serving

work, typically through online delivery companies such as Uber Eats, Postmates, Grubhub, and DoorDash. (Delivery services are not new, of course. In 2018, American consumers used third-party delivery View Details

Keywords: by Lena Ye and Geoffrey Jones; Food & Beverage

27 Mar 2020
News

Pret a Manger's CEO on "Survival Mode"

Keywords: crisis management; leadership; food industry; employee management; Food Services and Drinking Places; Food Services and Drinking Places

August 2016 (Revised July 2017)
Case

Diageo and Mey Icki: Turkish Delight or Turkish Hangover?

By: Dante Roscini and Gamze Yucaoglu

In September 2013, two years after its $2.1 billion acquisition of Mey Icki Sanayi ve Ticaret AS (Mey Icki), the principal spirits company in Turkey specializing in the local beverage, raki, Diageo, the world’s leading premium drinks company, was concerned about new... View Details

Keywords: Foreign Direct Investment; Emerging Markets; Government Legislation; Taxation; Valuation; Business and Government Relations; Government and Politics; Risk Management; Food and Beverage Industry; Food and Beverage Industry; Middle East; Turkey

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2018
Dictionary Entry

Communicating about Climate Change with Corporate Leaders and Stakeholders

By: Andrew J. Hoffman

Within the corporate sector, climate change represents an unfolding market shift, one that is driven by policy but also by pressures from a variety of market constituents such as consumers, suppliers, buyers, insurance companies, banks, and others. The shift takes... View Details

Keywords: Adaptation; Climate Change; Transition; Innovation Strategy; Markets

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