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

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  • September 1992
  • Teaching Note

Fairfield Inn (A) TN

By: James L. Heskett
Teaching Note for (9-689-092). View Details
Keywords: Accommodations Industry
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  • September 1992 (Revised May 1995)
  • Case

Progressive Corporation Transportation Group (A)

By: James L. Heskett
Keywords: Insurance Industry
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  • September 1992
  • Supplement

Progressive Corporation Transportation Group (C)

By: James L. Heskett
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  • September 1992
  • Supplement

Progressive Corporation Transportation Group (B)

By: James L. Heskett
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  • 1992
  • Book

Corporate Culture and Performance

By: J. P. Kotter and J. L. Heskett
Keywords: Organizational Culture; Performance
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  • January 1992
  • Supplement

Texaco, Inc., Video

By: James L. Heskett
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  • January 1992 (Revised March 1994)
  • Case

Texaco, Inc.

By: James L. Heskett and Roger H. Hallowell
Keywords: Energy Industry
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  • January 1992
  • Supplement

Texaco, Inc., Supplement

By: James L. Heskett and Roger H. Hallowell
Keywords: Energy Generation; Energy Industry
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  • 1992
  • Other Teaching and Training Material

Achieving Breakthrough Service

By: Leonard A. Schlesinger, James Heskett and W. Earl Sasser
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  • 1992
  • Other Teaching and Training Material

Achieving Breakthrough Service Teleseminar

By: Leonard A. Schlesinger, James Heskett and W. Earl Sasser
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  • July 1991
  • Supplement

Girl Scouts of the U.S.A. (A), Video

By: James L. Heskett
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  • July 1991 (Revised March 1994)
  • Case

CompuServe--1984

By: James L. Heskett
Keywords: Web Services Industry
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  • 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
Keywords: Entertainment; Measurement and Metrics; Performance Consistency; Quality; Strategy; Accommodations Industry
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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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  • 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
Keywords: Motivation and Incentives; Franchise Ownership; Employees; Compensation and Benefits; Service Industry; Japan; United States
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  • 1990
  • Book

The Service Management Course

By: C. Hart, J. Heskett and W. E. Sasser Jr.
Keywords: Management; Service Industry
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  • October 1990
  • Case

Caldwell Partners International, Inc.

By: James L. Heskett and Leonard A. Schlesinger
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  • 1990
  • Book

Service Breakthroughs: Changing the Rules of the Game

By: J. Heskett, C. Hart and W. E. Sasser Jr.
Keywords: Change; Service Industry
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  • July–August 1990
  • Article

The Profitable Art of Service Recovery

By: C. Hart, J. Heskett and W. Earl Sasser
Keywords: Profit
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  • May 1990
  • Teaching Note

Girl Scouts of the U.S.A. (A), (B), and (C), Teaching Note

By: James L. Heskett and Leonard A. Schlesinger
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