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.

Eurest_Chair_MEI_20130625131905

Publications

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. 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.

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). European Operations Management Association .

Articles in other publications

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

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.

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.

Cases

SERRANO, A., MOSCOSO, P. (2023). Más allá del 20/20: el modelo del Instituto Oftalmológico Fernández-Vega. IESE, OIT-26. SERRANO, A., MOSCOSO, P. (2023). Beyond 20/20: The model of the Fernández-Vega Eye Institute. IESE, OIT-26-E. 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.

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.

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. 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. MOSCOSO, P., FRANSOO, J. C., FISCHER, D. (2010). An Empirical Study on Reducing Planning Instability in Hierarchical Planning Systems. Production Planning & Control, 21 (4), 413 - 426. doi:10.1080/09537280903454172. MOSCOSO, P. (2007). A Design-Oriented Framework for Modelling Production Management Systems. Journal of Engineering Design, 18 (6), 599 - 616. doi:10.1080/09544820601024313. MOSCOSO, P. (2006). Innovar en operaciones, fuente de ventaja competitiva. Universia Business Review (11), 62 - 73. MOSCOSO, P., WAEFLER, T., WINDISCHER, A. (1999). A Modelling Framework for Complementary Design of Production Planning and Control Systems. Ergonomics, 42 (11), 1492 - 1506. doi:10.1080/001401399184848.

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). 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). 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). LAGO, A., MOSCOSO, P., CASTRO, M. (2008). A framework for assessing the impacts of customer contributions in service delivery. Proceedings of the 3rd P&OM World Conference. August 5-8, 2008, Tokyo (pp. 2002 - 2016).

Articles in other publications

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. Revista de Antiguos Alumnos (142), pp. 26 - 29. MOSCOSO, P., LAGO, A. (2016). Five Strategies for Innovative Operations. Alumni Magazine (142), pp. 22 - 25. MOSCOSO, P., LAGO, A., RODRÍGUEZ-LLUESMA, C. (2013). Uma abordagem de operações mais humanista. Administradores, pp. 32 - 33.

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. GÜNTER, H., DE SNOO, C., SHEPHERD, C., MOSCOSO, P., RIEDEL, J. (2011). Collaborative planning in supply chains: The importance of creating high quality relationships. In Jan C. Fransoo, Toni Waefler, and John R. Wilson (Eds.), Behavioral Operations in Planning and Scheduling (pp. 83 - 104). Berlin: Springer. MOSCOSO, P., FRANSOO, J. C., FISCHER, D., WÄFLER, T. (2011). The planning Bullwhip: A complex dynamic phenomenon in hierarchical systems. In Jan C. Fransoo, Toni Waefler, and John R. Wilson (Eds.), Behavioral Operations in Planning and Scheduling (pp. 159 - 186). Berlin: Springer.

Cases

MOSCOSO, P., SASTRE BOQUET, I., LAGO, A. (2024). La estrategia "Reinvención de Starbucks": el rol de su Consejo de Administración. IESE, OIT-52. SERRANO, A., MOSCOSO, P. (2023). Más allá del 20/20: el modelo del Instituto Oftalmológico Fernández-Vega. IESE, OIT-26. SERRANO, A., MOSCOSO, P. (2023). Beyond 20/20: The model of the Fernández-Vega Eye Institute. IESE, OIT-26-E. MOSCOSO, P., ISAAC SASTRE BOQUET, LAGO, A. (2023). Starbucks Reinvention Strategy: Store Automation and Growth. IESE, OIT-13-E. MOSCOSO, P., SOTO, M. (2019). Share Now: Aiming for Profitable Growth. IESE, P-1173-E.

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.