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- December 2024 (Revised March 2025)
- Teaching Note
Shouldice Hospital Today
By: James Heskett
Teaching Note for HBS Case No. 925-302. View Details
- December 2024 (Revised March 2025)
- Case
The Shouldice Hospital Today
By: James Heskett and Roger Hallowell
The leadership and staff of Shouldice Hospital in Toronto, Canada have, for 75 years, sought to do one thing better than any other hospital in the world, repair inguinal hernias. For some years, a possible second hospital in another market has been under consideration.... View Details
- April 2024
- Supplement
Cyrus 3.0: Turning a Traditional Business Model on Its Head (B)
By: James Heskett
The objective of improved work-life balance is achieved. However, it prompts a discussion of whether management should take on special events during what is now a long weekend in order to improve the bottom line even more. The case raises questions about other... View Details
- April 2024
- Teaching Note
Cyrus and Cyrus 3.0
By: James Heskett
Teaching Note for HBS Case Nos. 924-303 and 924-305. View Details
- April 2024
- Case
Cyrus: Turning a Traditional Business Model on Its Head (A)
By: James Heskett
The loss of the lease at their Michelin-starred Cyrus 1.0 in Sonoma County, California gives the partners an opportunity to shut down and rework a “broken” business model, one with labor intensive experiences six or seven nights a week, high burnout, high... View Details
- 2022
- Book
Win from Within: Build Organizational Culture for Competitive Advantage
By: James Heskett
There is significant evidence that an effective organizational culture provides a major competitive edge—higher levels of employee and customer engagement and loyalty translate into higher growth and profits. Many business leaders know this, yet few are doing much to... 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
- February 2018
- Teaching Note
Montes Calcados: A Step Ahead (Brief Case)
By: James L. Heskett and James T. Kindley
Teaching Note for HBS No. 918-513. View Details
- February 2018
- Supplement
Montes Calcados: A Step Ahead, Spreadsheet for Instructors (Brief Case)
By: James L. Heskett and James T. Kindley
- February 2018
- Supplement
Montes Calcados: A Step Ahead, Spreadsheet for Students (Brief Case)
By: James L. Heskett and James T. Kindley
- August 2015
- Teaching Note
KidZania: Shaping a Strategic Service Vision for the Future
By: James L. Heskett and Javier Reynoso
- August 2015
- Case
KidZania: Shaping a Strategic Service Vision for the Future
By: James L. Heskett, Javier Reynoso and Karla Cabrera
- 2015
- Book
What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms
Based on decades of collective field experiences, the authors present anecdotal evidence in support of eight things that great service leaders know and do. Great service leaders know that (1) leading a breakthrough service is different, and they take steps to ensure... View Details
- April 2015
- Background Note
Key Elements for Excellence in Classroom Cases and Teaching Notes
- October 2014 (Revised May 2015)
- Case
HandsOn Bay Area: Scaling Up Community Service
By: James Heskett
HandsOn Bay Area, an organization devoted to the performance of (and development of leaders for) community service, is undergoing a significant (and internally controversial) shift in its business model from "retail" projects involving individual volunteers to... View Details
- 2014
- Article
Notes from the Search for Deep Indicators in Services
By: James L. Heskett
Much of the research in the service sector over the last four decades has concerned itself with the search for deep indicators that explain service performance. This paper provides a brief retrospective of some of this research and illustrates the directions that this... View Details
- January 2013 (Revised February 2013)
- Supplement
Shouldice Hospital Limited (B)
By: James Heskett and Roger Hallowell