Demonstrates the “Service Profit Chain” in action. QVC, whose initials stand for quality, value and convenience, clearly shows how a strong customer focus, the creation of a strong franchise in retail and a very profitable business, leading its sales grew 14% per year for 1992-1996 – usually at the expense of rival Home Shopping Network, and through greater customer loyalty.

Demonstrates the “Service Profit Chain” in action. QVC, whose initials stand for quality, value and convenience, clearly shows how a strong customer focus, the creation of a strong franchise in retail and a very profitable business, leading its sales grew 14% per year for 1992-1996 – usually at the expense of rival Home Shopping Network, and through greater customer loyalty.
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from
Jeffrey F. Rayport,
Dickson L. Louie
Source: Harvard Business School
32 pages.
Publication Date: Sep 16, 1996. Prod #: 897050-PDF-ENG
QVC, Inc. HBR case solution