Case | HBS Case Collection | March 2001 (Revised May 2001)

&Samhoud Service Management

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;


DeLong, Thomas J., Ashish Nanda, and Monica Mullick. "&Samhoud Service Management." Harvard Business School Case 801-398, March 2001. (Revised May 2001.)