Publications
Publications
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- All HBS Web
(617)
- Faculty Publications (140)
- September 1992 (Revised May 1995)
- Case
Progressive Corporation Transportation Group (A)
By: James L. Heskett
Keywords: Insurance Industry
- January 1992 (Revised March 1994)
- Case
Texaco, Inc.
By: James L. Heskett and Roger H. Hallowell
Keywords: Energy Industry
- July 1991 (Revised March 1994)
- Case
CompuServe--1984
By: James L. Heskett
Keywords: Web Services Industry
- July 1991 (Revised May 1993)
- Case
Fairfield Inn (B)
By: James L. Heskett
The manager of a Fairfield Inn located near a family entertainment center is requesting special consideration for a falling quality rating caused, in his opinion, by unusually high occupancy rates at his unit. The case raises questions about quality measurement,... View Details
- 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
- Article
Enfranchisement of Service Workers
By: Leonard A. Schlesinger and James Heskett
Enfranchisement is achieved through an integration of empowerment with methods of pay for performance. Evidence from Ito Yokado Group in Japan and Nordstrom in the US demonstrates the positive effects of enfranchisement. Successful efforts to enfranchise employees: 1.... View Details
- October 1990
- Case
Caldwell Partners International, Inc.
- May 1990
- Teaching Note
Girl Scouts of the U.S.A. (A), (B), and (C), Teaching Note
- June 1989 (Revised May 1993)
- Case
Fairfield Inn (A)
By: James L. Heskett
The Fairfield Inn, an economy hotel venture by the Marriott Corp., has developed a novel method for selecting and measuring the performance of its hotel personnel that fits the company's strategy. Because it faces the need to grow rapidly, questions have arisen as to... View Details
- June 1988
- Supplement
General Electric Co.: Jack Welch Question and Answer Session, October 28, 1987, Video
By: James L. Heskett
Jack Welch updates an MBA class on events which have taken place since 1984. Answers questions about his job and the task of leading a global company. View Details