Case | HBS Case Collection | 2001 (Revised from original 2001 version)
by Thomas J. DeLong, Ashish Nanda and Monica Mullick
&Samhoud, a small service management consulting firm in the Netherlands, grapples with the dilemma of firing its largest client while introducing Heskett's theory of the service profit chain.
Keywords: Mission and Purpose; Management Practices and Processes; Customer Focus and Relationships; Customer Relationship Management; Consulting Industry; Netherlands;
Citation:
DeLong, Thomas J., Ashish Nanda, and Monica Mullick. "&Samhoud Service Management." Harvard Business School Case 801-398, May 2001. (Revised from original March 2001 version.)
Teaching Note | HBS Case Collection | 2001
&Samhoud Service Management TN
Ashish Nanda, Thomas J. DeLong and Ying Liu
Keywords: Consulting Industry; Netherlands;
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