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- 07 Feb 2005
- What Do You Think?
If You Blink, Will You Miss?
process." Steve Carnevale puts it more graphically: "I think blink is very dangerous. Read the book Fooled by Randomness. The author does a good job of explaining that our brain is great at pattern recognition, but not suited to... View Details
Keywords: by James Heskett
- 06 Mar 2013
- What Do You Think?
Who Should Manage Our Work Time?
Summing Up Who Will Save Us From Our Work Habits? We have a problem in the workplace. Some of it is being forced upon us by forces in society. Some of it is of our own making. But we face increasing challenges in managing our work time... View Details
Keywords: by James Heskett
- 04 Aug 2003
- What Do You Think?
Are We Facing an Attitude Shortage?
"The best way to go about it in the corporate world is to have good leaders who can lead by example with positive and solution-oriented attitudes." Kevin Bowe added, "Attitudes can be learned, and winning behaviors... View Details
Keywords: by James Heskett
- 05 Jun 2000
- What Do You Think?
What’s Happening to Our Patience?
expectations. Matt Lynch observes that seconds can drag by on some tasks, namely those associated with high tech applications, while "an hour can pass by barely noticed" on other tasks. In order to... View Details
Keywords: by James Heskett
- 06 Nov 2000
- What Do You Think?
Succession at GE: What’s Next?
beyond April 2001. With that in mind, questions arise about what capabilities GE's board should seek in Welch's replacement. Are there clues in the way Welch was selected in 1980? At the time, GE was led by Reg Jones, View Details
Keywords: by James Heskett
- 03 Apr 2013
- What Do You Think?
Will Women Leaders Influence the Way We Work?
leaders on work, "it is extremely naive to expect that stereotypical ideas about what women in general are like will have any meaning for the behavior of women in senior management positions. Women who arrive in such positions will be very atypical ." The... View Details
Keywords: by James Heskett
- 05 Sep 2000
- What Do You Think?
Whither the Information Economy?
made possible by a shifting "mix" featuring less product-centered and more information-centered economic activity. Skyrocketing price-earnings ratios of information-rich corporations are a natural result of this. Growing ratios... View Details
Keywords: by James Heskett
- 02 Apr 2001
- What Do You Think?
Telecommuting: Dangerous to Health?
widely heralded. Clearly, it has enabled millions to participate in the paid workforce who otherwise would be constrained by location and disruptive commitments. But now we are beginning to see a backlash in the form of a migration of... View Details
Keywords: by James Heskett
- November 2022 (Revised October 2024)
- Case
'A Marshall Plan for Africa': James Mwangi and Equity Group Holdings
By: Caroline M. Elkins, Debora L. Spar, Zeke Gillman and Julia M. Comeau
Financial Inclusion. Dignity. Trust. These were the core principles driving James Mwangi’s transformation of Equity Building Society, insolvent in 1991, into what is, today, Equity Group Holdings, East and Central Africa’s largest retail banking institution. Raised in... View Details
Elkins, Caroline M., Debora L. Spar, Zeke Gillman, and Julia M. Comeau. "'A Marshall Plan for Africa': James Mwangi and Equity Group Holdings." Harvard Business School Case 323-048, November 2022. (Revised October 2024.)
- September 1992 (Revised January 1993)
- Case
Courtyard by Marriott
By: James L. Heskett and Roger H. Hallowell
Courtyard by Marriott, a chain of modestly priced hotels, weighs its future options regarding human resources, its service delivery system, and management structure. Fairfield Inn, another Marriott product, is discussed for contrast. View Details
Keywords: Human Resources; Service Operations; Brands and Branding; Management Systems; Decision Making; Service Industry; Accommodations Industry
Heskett, James L., and Roger H. Hallowell. "Courtyard by Marriott." Harvard Business School Case 693-036, September 1992. (Revised January 1993.)
- 28 Sep 2011
- Research & Ideas
The Profit Power of Corporate Culture
arises because little research has been targeted at trying to quantify its importance on performance. In his new book, The Culture Cycle: How to Shape the Unseen Force that Transforms Performance, HBS Professor Emeritus James View Details
Keywords: by Sean Silverthorne
- 30 Mar 2003
- Research & Ideas
How Your Employees and Customers Drive a New Value Profit Chain
It may be time to think about who really creates value in your organization, starting with customers and employees. Harvard Business School professors W. Earl Sasser and James L. View Details
Keywords: by Manda Mahoney
- 23 Nov 2021
- Book
What It Takes to Build an Organizational Culture That Wins
There’s a feeling among many business leaders that culture is both everything and nothing. That it’s squishy and can’t be quantified. That it’s nice to have until something more urgent gets in the way [read: all the time]. Author James... View Details
Keywords: by Avery Forman
- 05 May 2011
- What Do You Think?
How Ethical Can We Be?
are taking steps to deal with their ethical blind spots? What do you think? Original Article Umpires and referees favor the home team. That's the conclusion of research by Tobias J. Moskowitz and L. Jon... View Details
Keywords: by Jim Heskett
- 21 Apr 2008
- Research & Ideas
The New Math of Customer Relationships
It's the E=MC2 of customer loyalty. Deeply satisfied employee = deeply satisfied customer = lifelong profit. Harvard Business School professor emeritus Jim Heskett and professor Earl Sasser have pursued this seemingly simple equation in... View Details
Keywords: by Sean Silverthorne
- 10 Nov 2008
- What Do You Think?
How Much Can You Ask of Your Customers?
Business," Harvard Business Review, October 2008, pp. 60-69. James L. Heskett, W. Earl Sasser, Jr., and Joe Wheeler, The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable... View Details
Keywords: by Jim Heskett
- 06 Jul 2009
- What Do You Think?
Are You Ready to Manage in an Irrational World?
James Surowiecki) he may have influenced. In his book, Jacobs begins by asserting that, because each of us harbors our own perceptions of reality, "It turns out that most of what we thought we knew... View Details
Keywords: by Jim Heskett
- 01 May 2009
- What Do You Think?
Do Innovation and Entrepreneurship Have to Be Incompatible with Organization Size?
energy to priority areas for innovation." Amy Sauers added findings that suggest that large firms succeed that "attempted to 'get small' (through the vehicle of) 'lean, mean, heavyweight teams.'" Another ingredient suggested View Details
Keywords: by Jim Heskett
- 04 Sep 2008
- Working Paper Summaries
Wellsprings of Creation: Perturbation and the Paradox of the Highly Disciplined Organization
- 05 Mar 2008
- What Do You Think?
Where Will Management Innovation Take Us?
not clear. Many suggested that the kind of management innovation described by Gary Hamel in his new book, The Future of Management, will more likely occur as a result of forces outside the organization. Tony Gattis described the... View Details
Keywords: by Jim Heskett