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Service and Operations Management
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).
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.
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.
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Latest IESE documents
Action research in operations management: an analysis of its contribution to research and managerial practice
Alfaro, José Antonio; Avella, Lucía; Moscoso, Philip; Näslund, Dag
Share Now: Aiming for profitable growth
Moscoso, Philip; Soto, Manuel
How to Get Things Right
Muñoz-Seca, Beatriz
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