Eurest Chair of Excellence in Services

Holder: 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 lines

  • 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

Holder of the Chair

Philip Moscoso is a professor of Production, Technology and Operations Management. 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.



Journal Articles (refereed)

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.
AMORIM, M., MOSCOSO, P., LAGO, A. (2015). Customer Participation in Services: A Framework for Process Design. International Journal of Qualitative Research in Services, 2 (1), 47 - 61. doi:10.1504/IJQRS.2015.069781.
FLORES ALONSO, J. E., BOADA, P., MOSCOSO, P. (2014). An Empirical Analysis of Sell-through in a Fashion Setting. International Journal of Supply Chain Management, 3 (4), 13 - 22.


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). European Operations Management Association .

Articles in other publications

MOSCOSO, P., RIBERA, J. (2015). Late And Over-Budget? A Method To Avoid Project Management Disasters. Forbes.
MOSCOSO, P. (2013). Visión a largo plazo. Executive Excellence (104), pp. 21.


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.

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.


MOSCOSO, P., SOTO, M. (2019). Share Now: Aiming for Profitable Growth. IESE, P-1173-E.
MOSCOSO, P., SOTO, M. (2019). Share Now: ¿cómo crecer de forma rentable? IESE, P-1173.
FLORES, J. E., VÁZQUEZ, F., MOSCOSO, P. (2015). La propuesta HP Helion: migrar o no migrar a la nube, esa es la cuestión. IESE, P-1140.
FLORES, J. E., VÁZQUEZ, F., MOSCOSO, P. (2015). The HP Helion Proposal: To Migrate or Not to Migrate to the Cloud, That Is the Question. IESE, P-1140-E.
SERRANO, A., MOSCOSO, P. (2015). Instituto Oftalmológico Fernández-Vega. IESE, P-1137.

Technical Notes

MOSCOSO, P., LAGO, A. (2015). Quality Management, Lean Management and Continuous Improvement. IESE, PN-497-E.
MOSCOSO, P., LAGO, A. (2015). Procurement and Outsourcing. IESE, PN-499-E.
MOSCOSO, P., LAGO, A. (2015). Gestión de la calidad, lean management y mejora continua. IESE, PN-497.
MOSCOSO, P., LAGO, A. (2015). Compras y externalización. IESE, PN-499.
LAGO, A., YANKOVIC, N., MOSCOSO, P. (2014). Claves de la gestion de flujos, tiempos y colas. IESE, PN-496.