Publications
Publications
- July 2003 (Revised December 2003)
- HBS Case Collection
Mitchells/Richards
By: Amy C. Edmondson and Corey B. Hajim
Abstract
Describes a small, luxury retail chain's operational sophistication achieved through the use of technology and high-touch customer service. A family-run business, Mitchells has built its success with a customer service strategy know internally as "hugging." The term is deceptively simple. The firm's true success lies in its blend of a warm other-oriented corporate culture, sophisticated information technology, and an effective family business structure. Although the setting is regional, the approach is clearly applicable to many service organizations. The chain is currently considering further expansion for future generations.
Keywords
Information Technology; Expansion; Family Business; Attitudes; Organizational Culture; Luxury; Customer Focus and Relationships; Retail Industry
Citation
Edmondson, Amy C., and Corey B. Hajim. "Mitchells/Richards." Harvard Business School Case 604-010, July 2003. (Revised December 2003.)