March 2001 (Revised May 2001)
Case
HBS Case Collection

&Samhoud Service Management

By: Thomas J. DeLong, Ashish Nanda and Monica Mullick

Format:Print
| Language:English
| Pages:15

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.)