Eurest Chair of Excellence in Services

Chair: Philip Moscoso

Excellence in services has become a powerful source of competitive advantage for companies due to increased competition and ever more demanding customers. So as to leverage this opportunity, organizations need to analyze carefully how their service model will generate value for the company and its clients, from an integrated perspective covering everything from the service strategy to its operational implementation.

The mission of the Eurest Chair of Excellence in Services is to advance the development and dissemination of knowledge on how organizations can achieve excellence in service delivery, and how they can be innovative in this area.

Research areas.

Foster economic growth and value creation via service-based business models
Design and define models for value creation between companies and their customers
Promote the creation of service cultures: analyze the human and organizational factors in service management
Leverage new technologies for the advancement and development of service-based business models

Chair.

Philip Moscoso is a professor of Operations, Information and Technology. He holds a PhD in Industrial Engineering and Management from ETH Zúrich, and has completed the Service Operations Management Program at Harvard Business School. His research centers on how companies, especially service companies, can generate a competitive advantage through operational excellence and innovation. As a business consultant, he has worked for international firms such as Bain & Co and KPMG.

Sponsor.

Journal Articles (refereed)

ALFARO-TANCO, J. A., AVELLA, L., MOSCOSO, P., NÄSLUND, D. (2021). An Evaluation framework for the dual contribution of action research. Opportunities and challenges in the field of operations management. International Journal of Qualitative Methods, 20, 1-16. doi:10.1177/16094069211017636. AMORIM, M., LAGO, A., MOSCOSO, P., PRIETO, E. (2016). Assisted vs. Self-Checkout in Retail: An Empirical Analysis of the Impact of Operational Process Dimensions on Customer Satisfaction, Recommendation and Reuse. Journal of Service Science Research, 8 (1), 1 - 39. doi:10.1007/s12927-016-0001-z. MOSCOSO, P., LAGO, A. (2016). Investing in Supply Chain Flexibility: A Design Framework. Journal of Advanced Management Science, 4 (3), 271 - 275. doi:10.12720/joams.4.3.271-275.

Proceedings

Books

Book Chapters

LAGO, A., MARTÍNEZ DE ALBÉNIZ, V., MOSCOSO, P., VALL, A. (2016). The Role of Quick Response in Accelerating Sales of Fashion Goods. In Tsan-Ming Choi (Ed.), Analytical Modeling Research in Fashion Business (pp. 51 - 78). Berlin: Springer.

Non-refereed articles

MOSCOSO, P. (2013). Visión a largo plazo. Executive Excellence (104), pp. 21.

Journal Articles (refereed)

Proceedings

ALFARO, J. A., AVELLA, L., MOSCOSO, P., NÄSLUND, D. (2019). Action research in operations management: an analysis of its contribution to research and managerial practice. EurOMA proceedings (pp. 166 - 176). Helsinki: European Operations Management Association . MOSCOSO, P., LAGO, A. (2012). Enriching supply chain capabilities in consumer goods business. from cost and speed to agility and adaptability. Proceedings of the 4th P&OM World Conference. 1-5 July 2012, Amsterdam (pp. 1 - 10). Amsterdam, Netherlands: AMORIM, M., LAGO, A., MOSCOSO, P. (2012). Exploring the influence of process design for customer perceived quality. Proceedings of the 4th P&OM World Conference. 1-5 July 2012, Amsterdam (pp. 1 - 10). Amsterdam, Netherlands:

Books

MOSCOSO, P., LAGO, A. (2017). Operations Management For Executives: Realize The Full Potential Of Your Company. Boston: McGraw Hill. MOSCOSO, P., LAGO, A. (2015). Gestión de operaciones para directivos. Destapa el pleno potencial de tu empresa. Boston: McGraw Hill. MOSCOSO, P. (2004). Integrales Management der Produktion. Eine praktische Anleitung zur Gestaltung von Managementsystemen. Berlin: Wissenschaftlicher Verlag Berlin).

Book Chapters

MOSCOSO, P., SEAGER, P. (2017). Operations Management: Not Just What You Do, But How You Do It. In Mike Rosenberg and Philip H. Seager (Ed.), Managing Media Businesses: A Game Plan to Navigate Disruption and Uncertainty (pp. 113 - 134). LAGO, A., MARTÍNEZ DE ALBÉNIZ, V., MOSCOSO, P., VALL, A. (2016). The Role of Quick Response in Accelerating Sales of Fashion Goods. In Tsan-Ming Choi (Ed.), Analytical Modeling Research in Fashion Business (pp. 51 - 78). Berlin: Springer. MOSCOSO, P., LAGO, A. (2011). A service perspective of cultural entities and their customers. In Beatriz Muñoz-Seca Fernández-Cuesta, Josep Riverola García (Eds.), When Business Meets Culture: Ideas and Experiences for Mutual Profit (pp. 191 - 212). Basingstoke [England]: Palgrave Macmillan.

Non-refereed articles

MOSCOSO, P. (2021). Gestión de cadenas de suministro en un mundo que ya no es plano. IESE Business School Insight (158), pp. 56-63. MOSCOSO, P. (2021). Managing supply chains in a world that is no longer flat. IESE Business School Insight (158), pp. 56-63. MOSCOSO, P., LAGO, A. (2016). Cinco estrategias para innovar en operaciones. Gestión de operaciones para directivos. IESE Revista de Antiguos Alumnos (142), pp. 26 - 29.

Cases

SERRANO, A., MOSCOSO, P., SÁNCHEZ, E. (2024). PLD Space. IESE, OIT-53-E. SERRANO, A., MOSCOSO, P., SÁNCHEZ, E. (2024). PLD Space. IESE, OIT-53. MOSCOSO, P., SASTRE BOQUET, I., LAGO, A. (2024). La estrategia "Reinvención de Starbucks": el rol de su Consejo de Administración. IESE, OIT-52.

Technical Notes

Outputs in other media

MOSCOSO, P. (2020). Klares Projektmanagement statt guter Vorsätze. Damit Projekte nicht scheitern. CIO. MOSCOSO, P. (2017). El desafío: ¿cómo no morir de éxito? El Periódico de Catalunya, España. MOSCOSO, P., LAGO, A. (2016). 5 Estrategias para Innovar en Operaciones. América Economía.