Service and Operations Management RSS

Knowledge Exchange  The Amazon effect: ready for the next disruption?

IESE Insight Amazon, celebrating its 25th anniversary, has grown into an e-commerce giant capable of transforming any sector it touches. Here's how that happened (and what may happen next). Read article

Knowledge Exchange  A CEO's mantra: Stop customers from suffering

IESE Insight For a regulated public utility like Madrileña Red de Gas, what's the bottom-line incentive to pursue customer-service improvements? The CEO, Alejandro Lafarga, explains his business calling. Read article

Studies and Reports  How profitable are bike-sharing systems?

Martínez, Sergi; Tapia, Albert; Bernardo, Valeria; Rodríguez Planas, Miquel; Ricart, Joan Enric For every 1 euro invested in urban bike-sharing programs, cities are seeing as much as 1.72 euros in return. Will this golden era of cycling last? A look at the economics, well-being and future directions on two wheels. Read article

Latest IESE documents

Share Now: Aiming for profitable growth Moscoso, Philip; Soto, Manuel
How to Get Things Right Muñoz-Seca, Beatriz