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  • March 2001 (Revised May 2001)
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&Samhoud Service Management

By: Thomas J. DeLong, Ashish Nanda and Monica Mullick
  • Format:Print
  • | Language:English
  • | Pages:15
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Abstract

&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, March 2001. (Revised May 2001.)
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About The Authors

Thomas J. DeLong

Organizational Behavior
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Ashish Nanda

Strategy
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Related Work

    • September 2001
    • Faculty Research

    &Samhoud Service Management TN

    By: Ashish Nanda, Thomas J. DeLong and Ying Liu
Related Work
  • &Samhoud Service Management TN By: Ashish Nanda, Thomas J. DeLong and Ying Liu
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