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Publications

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  • All HBS Web  (120,062)
    • Faculty Publications  (166)

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    • All HBS Web  (120,062)
      • Faculty Publications  (166)

      Heskett, James L.Remove Heskett, James L. →

      ← Page 2 of 166 Results →
      • December 2012
      • Teaching Note

      Shouldice Hospital Limited (Abridged) (TN)

      By: James Heskett
      Keywords: Hospital; Hernia; Toronto; Business Ventures; Health Industry; North and Central America
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      Heskett, James. "Shouldice Hospital Limited (Abridged) (TN)." Harvard Business School Teaching Note 913-408, December 2012.
      • September – October 2011
      • Article

      Manage the Culture Cycle

      By: James L. Heskett
      Organizational culture—the shared assumptions, values, and behaviors that determine "how we do things around here"—can be measured and shaped. In organizations with large numbers of customer-facing employees, it can account for up to half of the difference in operating... View Details
      Keywords: Organizational Culture; Value; Behavior; Retention; Customer Focus and Relationships; Change Management; Learning; Innovation and Invention; Labor
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      Heskett, James L. "Manage the Culture Cycle." World Financial Review (September – October 2011): 2–7.
      • 2012
      • Book

      The Culture Cycle: How to Shape the Unseen Force That Transforms Performance

      By: James Heskett
      The contribution of culture to organizational performance is both substantial and quantifiable. This book presents the results of field research that demonstrates how an effective culture can account for up to half of the differential in performance between... View Details
      Keywords: Customer Focus and Relationships; Learning; Framework; Policy; Retention; Books; Analytics and Data Science; Innovation and Invention; Management Practices and Processes; Organizational Culture; Performance Expectations; Research
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      Heskett, James. The Culture Cycle: How to Shape the Unseen Force That Transforms Performance. Upper Saddle River, NJ: FT Press, 2012.
      • April 2011
      • Case

      Porcini's Pronto: "Great Italian cuisine without the wait!"

      By: James L. Heskett and Richard Luecke
      Porcini's Inc. operates a chain of 23 full-service restaurants located near shopping malls and downtown areas in the northeastern United States. Known for providing excellent service, Porcini's serves high-quality Italian cuisine made from fresh ingredients. Looking... View Details
      Keywords: Franchising; Syndication; Quantitative Analysis; Performance Measurement; Human Resource Management; Incentives; Motivation; Consumer Behavior; Measurement and Metrics; Quality; Customer Value and Value Chain; Selection and Staffing; Expansion; Business Growth and Maturation; Service Delivery; Franchise Ownership; Customer Focus and Relationships; Product Marketing; Food and Beverage Industry; Service Industry; Northeastern United States
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      Heskett, James L., and Richard Luecke. Porcini's Pronto: "Great Italian cuisine without the wait!". Harvard Business School Brief Case 114-277, April 2011.
      • April 2011
      • Teaching Note

      Porcini's Pronto: "Great Italian cuisine without the wait!" (Brief Case)

      By: James L. Heskett and Richard Luecke
      Teaching Note to 4277. View Details
      Keywords: Franchising; Syndication; Quantitative Analysis; Performance Measurement; Human Resource Management; Incentives; Motivation; Management; Motivation and Incentives; Consumer Behavior; Mathematical Methods; Franchise Ownership; Human Resources; Performance Evaluation
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      Heskett, James L., and Richard Luecke. Porcini's Pronto: "Great Italian cuisine without the wait!" (Brief Case). Harvard Business School Teaching Note 114-278, April 2011.
      • April 2011
      • Supplement

      Porcini's Pronto: 'Great Italian cuisine without the wait!', Faculty Spreadsheet Supplement (Brief Case)

      By: James L. Heskett and Richard Luecke
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      Heskett, James L., and Richard Luecke. "Porcini's Pronto: 'Great Italian cuisine without the wait!', Faculty Spreadsheet Supplement (Brief Case)." Harvard Business School Spreadsheet Supplement 114-283, April 2011.
      • April 2011
      • Supplement

      Porcini's Pronto: 'Great Italian cuisine without the wait!', Spreadsheet Supplement (Brief Case)

      By: James L. Heskett and Richard Luecke
      Keywords: Franchising; Syndication; Quantitative Analysis; Performance Measurement; Human Resource Management; Incentives; Motivation; Motivation and Incentives; Analysis; Consumer Behavior; Franchise Ownership; Human Resources; Performance Evaluation
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      Heskett, James L., and Richard Luecke. "Porcini's Pronto: 'Great Italian cuisine without the wait!', Spreadsheet Supplement (Brief Case)." Harvard Business School Spreadsheet Supplement 114-280, April 2011.
      • March 2011
      • Case

      Calveta Dining Services, Inc.: A Recipe for Growth?

      By: James L. Heskett and Patricia Girardi
      Calveta Dining Services contracts with senior living facilities (SLFs) for the management of food service to residents. Created by Antonio Calveta and built on his passion for food and traditional family values, the firm had enjoyed three decades of strong growth when... View Details
      Keywords: Corporate Vision; Employee Empowerment; Service Management; Family Businesses; Growth Strategy; Family Business; Expansion; Communication; Employee Relationship Management; Service Operations; Organizational Structure; Growth and Development Strategy; Service Industry; Food and Beverage Industry
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      Heskett, James L., and Patricia Girardi. "Calveta Dining Services, Inc.: A Recipe for Growth?" Harvard Business School Brief Case 114-261, March 2011.
      • March 2011
      • Teaching Note

      Calveta Dining Services, Inc.: A Recipe for Growth? (Brief Case)

      By: James L. Heskett and Patricia Girardi
      Teaching Note for #4261. View Details
      Keywords: Corporate Vision; Employee Empowerment; Service Management; Family Businesses; Growth Strategy; Mission and Purpose; Family Business; Employee Relationship Management; Communication; Organizational Structure; Operations; Growth and Development Strategy
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      Heskett, James L., and Patricia Girardi. "Calveta Dining Services, Inc.: A Recipe for Growth? (Brief Case)." Harvard Business School Teaching Note 114-262, March 2011.
      • December 2010
      • Supplement

      Rackspace Hosting (2000)

      By: W. Earl Sasser, James L. Heskett and Tom Ryder
      The leadership team of Rackspace, faced with accommodation of its service offering and dwindling financial reserves, decides to make customer focus the rallying cry of its new strategy. View Details
      Keywords: Customer Focus and Relationships; Planning; Organizational Change and Adaptation; Service Delivery; Strategy; Finance; Information Technology Industry
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      Sasser, W. Earl, James L. Heskett, and Tom Ryder. "Rackspace Hosting (2000)." Harvard Business School Video Supplement 811-701, December 2010.
      • June 2010
      • Teaching Note

      Southwest Airlines: In a Different World (TN)

      By: James L. Heskett and W. Earl Sasser
      Teaching Note for 910419. View Details
      Keywords: Competition; Price; Service Operations; Globalization; Cost vs Benefits; Air Transportation Industry; New York (state, US)
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      Heskett, James L., and W. Earl Sasser. "Southwest Airlines: In a Different World (TN)." Harvard Business School Teaching Note 910-426, June 2010.
      • 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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      Heskett, James L., and W. Earl Sasser Jr. "Southwest Airlines: In a Different World." Harvard Business School Case 910-419, April 2010. (Revised January 2013.)
      • April 2010
      • Case

      Manchester Bidwell Corporation: the Replication Question

      By: Toby E. Stuart, G. Felda Hardymon, James L. Heskett and Ann Leamon
      Bill Strickland, CEO of Manchester Bidwell Corporation, must decide the best way to replicate his innovative, award-winning approach to curing poverty. Manchester Bidwell's approach, which provides both adult job-training tuned to fill the needs of local industries and... View Details
      Keywords: Corporate Entrepreneurship; Nonprofit Organizations; Growth and Development; Social Enterprise; Poverty; Training; Competency and Skills; Jobs and Positions; Human Resources
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      Stuart, Toby E., G. Felda Hardymon, James L. Heskett, and Ann Leamon. "Manchester Bidwell Corporation: the Replication Question." Harvard Business School Case 810-097, April 2010.
      • 2008
      • Book

      Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage

      By: James L. Heskett, W. Earl Sasser Jr. and Joe Wheeler
      Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business. Employee-owners exhibit... View Details
      Keywords: Customer Satisfaction; Organizational Change and Adaptation; Customer Ownership; Employee Ownership; Competitive Advantage; Value Creation
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      Heskett, James L., W. Earl Sasser Jr., and Joe Wheeler. Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage. Harvard Business Press, 2008.
      • June 2008
      • Case

      Professors Sven Larson and Kenneth Carpenter (A)

      By: James L. Heskett and Tor Askild Aase Johannessen
      Professor Kenneth Carpenter has received word that he has inadvertently offended one of his students. He is pondering a possible response. View Details
      Keywords: Interpersonal Communication; Higher Education; Learning; Teaching; Conflict and Resolution
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      Heskett, James L., and Tor Askild Aase Johannessen. "Professors Sven Larson and Kenneth Carpenter (A)." Harvard Business School Case 908-408, June 2008.
      • June 2008
      • Supplement

      Professors Sven Larson and Kenneth Carpenter (B)

      By: James L. Heskett and Tor Askild Aase Johannessen
      Professor Kenneth Carpenter has received word that he has inadvertently offended one of his students. He is pondering a possible response. View Details
      Keywords: Higher Education; Teaching; Learning; Interpersonal Communication
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      Heskett, James L., and Tor Askild Aase Johannessen. "Professors Sven Larson and Kenneth Carpenter (B)." Harvard Business School Supplement 908-409, June 2008.
      • June 2008
      • Supplement

      Professors Sven Larson and Kenneth Carpenter (C)

      By: James L. Heskett and Tor Askild Aase Johannessen
      Professor Kenneth Carpenter has received word that he has inadvertently offended one of his students. He is pondering a possible response. View Details
      Keywords: Higher Education; Teaching; Learning; Interpersonal Communication
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      Heskett, James L., and Tor Askild Aase Johannessen. "Professors Sven Larson and Kenneth Carpenter (C)." Harvard Business School Supplement 908-410, June 2008.
      • June 2008
      • Supplement

      Professors Sven Larson and Kenneth Carpenter (D)

      By: James L. Heskett and Tor Askild Aase Johannessen
      Prof. Kenneth Carpenter has received word that he has inadvertently offended one of his students. He is pondering a possible response. View Details
      Keywords: Higher Education; Teaching; Learning; Interpersonal Communication
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      Heskett, James L., and Tor Askild Aase Johannessen. "Professors Sven Larson and Kenneth Carpenter (D)." Harvard Business School Supplement 908-411, June 2008.
      • June 2008
      • Supplement

      Professors Sven Larson and Kenneth Carpenter (E)

      By: James L. Heskett and Tor Askild Aase Johannessen
      Prof. Kenneth Carpenter has received word that he has inadvertently offended one of his students. He is pondering a possible response. View Details
      Keywords: Higher Education; Teaching; Learning; Interpersonal Communication
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      Heskett, James L., and Tor Askild Aase Johannessen. "Professors Sven Larson and Kenneth Carpenter (E)." Harvard Business School Supplement 908-412, June 2008.
      • June 2008
      • Case

      Rackspace Hosting in Late 2000

      By: James L. Heskett and W. Earl Sasser
      The leadership team of Rackspace, faced with accommodation of its service offering and dwindling financial reserves, decides to make customer focus the rallying cry of its new strategy. This short case was designed as the discussion igniter for a series of short video... View Details
      Keywords: Customer Focus and Relationships; Finance; Management Teams; Service Operations; Customer Ownership; Strategy
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      Heskett, James L., and W. Earl Sasser. "Rackspace Hosting in Late 2000." Harvard Business School Case 808-166, June 2008.
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