Publications
Publications
- September 1996 (Revised June 1997)
- HBS Case Collection
QVC, Inc.
Abstract
Illustrates the "Service Profit Chain" in action. QVC, whose initials stand for Quality, Value,, and Convenience, demonstrates clearly how a strong customer focus can lead to establishing a strong franchise in the retail sector and a highly profitable business whose revenue has grown 14% per year for 1992-96--usually at the expense of the rival Home Shopping Network and through higher customer retention.
Keywords
Citation
Rayport, Jeffrey F., and Dickson Louie. "QVC, Inc." Harvard Business School Case 897-050, September 1996. (Revised June 1997.)