by James L. Heskett - Publications - Faculty & Research

April 2010 (Revised January 2013)
Case

Southwest Airlines: In a Different World

By: James L. Heskett and W. Earl Sasser Jr.

This is the fourth in a 35-year series of HBS cases on an organization that has changed the rules of the game globally for an entire industry by offering both differentiated and low-price service. The focus of the case is on whether Southwest Airlines should buy gates... View Details

Keywords: Decision Choices and Conditions; Service Delivery; Service Operations; Organizational Culture; Competitive Strategy; Air Transportation Industry; New York (city, NY)

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13 Jan 2009
First Look

First Look: January 13, 2009

purchase that follows an ad-click (CPA). Our analysis extends classic auction results by allowing players to make bids using two different pricing schemes, while the driving information for bidders' endogenous selection—the conversion... View Details

Keywords: Martha Lagace

10 Apr 2012
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First Look: April 10

Direct Reports? Authors:Gary L. Neilson and Julie Wulf Publication:Harvard Business Review 90, no. 4 (April 2012) Abstract If senior executives are feeling ever more pressed for time, why would they add more to their plates? It might... View Details

Keywords: Carmen Nobel

13 Jul 2010
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First Look: July 13

Small Authors:Edward L. Glaeser and William R. Kerr Publication:Harvard Business Review 88, nos. 7-8 (July-August 2010) An abstract is unavailable at this time. Read the Article:... View Details

Keywords: Martha Lagace

07 Feb 2012
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First Look: February 7

Products in China for China Vicki L. Sato, Christoph Jaeker, and Kareem RedaHarvard Business School Case 612-032 Sym-Bio, an entrepreneurial Chinese diagnostic company with a product line in infectious disease testing, has agreed to be... View Details

Keywords: Sean Silverthorne

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Business Economics - Doctoral

lens of business. Jointly administered by HBS and the Department of Economics in the Faculty of Arts and Sciences, the program combines theoretical analysis with in-depth, interdisciplinary research rooted in real-world applications.... View Details

02 Aug 2011
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First Look: August 2

workday events can make or break employees' inner work lives. But it's forward momentum in meaningful work—progress that creates the best inner work lives. Through rigorous analysis of nearly 12,000 diary entries provided by 238 employees... View Details

Keywords: Sean Silverthorne

26 Jun 2012
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First Look: June 26

by a public health organization are randomly allocated to four groups. Agents in the control group receive a standard volunteer contract often offered for this type of task, whereas agents in the three treatment groups receive small... View Details

Keywords: Sean Silverthorne

18 Dec 2012
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First Look: December 18

PublicationsHarder Than I Thought: Adventures of a Twenty-First Century Leader Authors:Austin, Robert D., Richard L. Nolan, and Shannon O'Donnell Publication:Harvard Business Review Press, 2012 Abstract Being a great leader today is... View Details

Keywords: Carmen Nobel

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Faculty & Research

HBS Book Smart Rivals: How Innovative Companies Play Games That Tech Giants Can't Win By: Feng Zhu and Bonnie Yining Cao In Smart Rivals , Harvard Business School professor Feng Zhu and former Bloomberg journalist Bonnie Yining Cao show business leaders how to create... View Details

16 Nov 2010
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First Look: November 16, 2010

Francesca Gino, Lisa L. Shu, and Chia-Jung Tsay Publication:Emotion Review (forthcoming) Abstract Moral problems often prompt emotional responses that invoke intuitive judgments of right and wrong. While emotions inform judgment across... View Details

Keywords: Sean Silverthorne

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Live from Klarman Hall - Alumni

Google AI Regulation Join us for a panel moderated by Mitchell Weiss, the Richard L. Menschel Professor of Management Practice at HBS, featuring insights from Anita Lynch, board member at Nasdaq US... View Details

04 Nov 2008
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First Look: November 4, 2008

trends in the market, the case prompts students to examine the future adoption of drug-eluting stents as well as to consider the potential marketing actions to be taken by Medtronic for ENDEAVOR—a newly approved stent that will hit the... View Details

Keywords: Martha Lagace

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Accounting & Management - Faculty & Research

Digital Articles (October 16, 2024). Ranger Energy Services: Bridging Public & Private Markets By: Joseph Pacelli , Ravi Ramniklal Gondalia and James Weber October 2024 | Case | Faculty Research In August of 2017, CSL Capital, a private... View Details

April 1983 (Revised June 2003)
Case

Shouldice Hospital Limited

By: James L. Heskett

Various proposals are set forth for expanding the capacity of the hospital. In assessing them, serious consideration has to be given to the culture of the organization and the importance of preserving it in a service delivery system. In addition to issues of capacity... View Details

Keywords: Expansion; Health Care and Treatment; Performance Capacity; Organizational Culture; Service Delivery; Growth Management; Strategic Planning; Quality; Social Enterprise; Health Industry; Canada

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spring 1991
Article

Breaking the Cycle of Failure in Services

By: Leonard A. Schlesinger and James Heskett

Most managers recognize that good service is a direct result of having effective, productive people in customer contact positions. However, most service companies perpetuate a cycle of failure by tolerating high turnover and expecting employee dissatisfaction. This... View Details

Keywords: Goals and Objectives; Service Delivery; Success; Failure; Management Skills; Service Industry

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Lifelong Learning - Alumni

free coaching sessions per year, including self-assessment, interviewing prep, and offer negotiation tips. Keep Learning with Alumni Virtual Programs Expand your knowledge and skills with online programs led by HBS faculty and other... View Details

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Named Fellowship Funds - Alumni

and James Si-Cheng Chao Family Fellowship was established to honor the life and legacy of the late Ruth Mulan Chu Chao through the generosity of James Si-Cheng Chao and their daughters, four of whom attended... View Details

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HBS - The year in Review

in the fields of business administration, business economics, and organizational behavior. Class Day remarks were made by Class of 2022 Student Association Co-Presidents Brett Andersen and Irvin Gómez followed View Details

February 2018
Case

Montes Calcados: A Step Ahead

By: James L. Heskett and James T. Kindley

Montes Calçados (MC) is a well-known "fast-fashion" Brazilian manufacturer of casual, but fashionable, shoes for women aged 18–35 in major cities worldwide. To boost its declining revenues, MC must evaluate two growth options: whether to expand distribution online (at... View Details

Keywords: Brands and Branding; Distribution Channels; Growth and Development Strategy; Marketing Strategy; Global Range; Apparel and Accessories Industry; Retail Industry

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