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Library/Yale School of Management

M82Case noteoperations and leadership

Customer Service is the Underappreciated Compounding Asset of ETA

Germán Canale Segovia, A. J. Wasserstein. (2026)

Yale Case, no number printed, July 22, 2026

Subtitle: "Customer service is routinely treated as an afterthought, a cost center, or a hospitality exercise. In ETA, where small operational gains compound, it is the most underappreciated engine of durable enterprise value." 26 pp.

Existence verified against the publisher's catalogue; content not read.

SourceVERIFIED (existence only)

Full citation

Germán Canale Segovia, A. J. Wasserstein. (2026). Customer Service is the Underappreciated Compounding Asset of ETA. Yale Case, no number printed, July 22, 2026.

https://som.yale.edu/sites/default/files/2026-07/Customer-Service-is-the-Underappreciated%20Compounding%20Asset%20of%20ETA.pdf

This page describes a work published elsewhere. The summary, where present, states what the authors claim; it is not the school's position. Read the source before quoting a figure.