Stuff
James L. Heskett's Books
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The Value Profit ChainJames Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship...Read More
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Service BreakthroughsWhat Do Citicorp, UPS and Marriott have in common? They are "breakthrough" service providers, firms that changed the rules of the game in their...Read More -
The Service Profit ChainWhy are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion...Read More
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Authors on the Web
Universiti Sains Malaysia, July 27, 2011
...an opinion in the Harvard Business School's Working Knowledge by Baker Foundation Professor, Emeritus, at the institution, James Heskett (So We Adapt. What's the Downside? http://hbswk.hbs.edu/item/6763.html). Heskett's opinion was a response to Tim...
New Straits Times, July 24, 2011
...an opinion in the Harvard Business School’s Working Knowledge by Baker Foundation Professor, Emeritus, at the institution, James Heskett (So We Adapt. What's the Downside? http://hbswk.hbs.edu/item/ 6763.html). Emeritus Professor Heskett’s opinion...
Chief Learning Officer, February 29, 2012
...book, The Culture Cycle: How to Shape the Unseen Force that Transforms Performance, Harvard Business School Professor Emeritus James L. Heskett insists organizational culture is a real force that exerts a measurable, quantifiable impact on profit....
European CEO, February 13, 2012
...today’s younger employees (generation Y) are demanding more participation and less blind following. Leonard A. Schlessinger and James L. Heskett describe this a “service-driven” approach or a service-driven company; however, the emphasis is not so...
