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Case
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Reference no. 9-897-050
Subject category: Case Method and Specialist Management Disciplines
Authors: Dickson Louie (Harvard Business School); Jeffrey F Rayport (Harvard Business School)
Published by: Harvard Business Publishing
Originally published in: 1996
Version: 20 June 1997
Length: 32 pages
Data source: Field research
Topics: Customer relations; Service management
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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 1992-1996 - usually at the expense of the rival Home Shopping Network and through higher customer retention.
Location:
West Chester, PA
Industry:
Retail
Size:
7,000 employees, USD1.6 billion revenues
Other setting(s):
1996
Teaching note
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Reference no. 5-901-034
Subject category: Case Method and Specialist Management Disciplines
Authors: Jeffrey F Rayport (Harvard Business School); Elliot Maltz (Willamette University)
Published by: Harvard Business Publishing
Originally published in: 2001
Version: 10 April 2001
Length: 9 pages
Data source: Field research
View full details

About

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 1992-1996 - usually at the expense of the rival Home Shopping Network and through higher customer retention.

Settings

Location:
West Chester, PA
Industry:
Retail
Size:
7,000 employees, USD1.6 billion revenues
Other setting(s):
1996

Related

Teaching note
-
Reference no. 5-901-034
Subject category: Case Method and Specialist Management Disciplines
Authors: Jeffrey F Rayport (Harvard Business School); Elliot Maltz (Willamette University)
Published by: Harvard Business Publishing
Originally published in: 2001
Version: 10 April 2001
Length: 9 pages
Data source: Field research
View full details