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  • 14 Sep 2015
  • Research & Ideas

Rewriting the Rules of Service Competition

Editor's Note: Harvard Business School professors James Heskett, W.  Earl Sasser, and Leonard A. Schlesinger literally wrote the book on service industry management with The... View Details
Keywords: by James Heskett, W. Earl Sasser & Leonard A. Schlesinger; Retail
  • 22 Dec 2008
  • Research & Ideas

10 Reasons to Design a Better Corporate Culture

Why is it that many of the same companies appear repeatedly on lists of the best places to work, the best providers of customer service, and the most profitable in their industries? In their new book, The Ownership Quotient, HBS professors Jim Heskett and View Details
Keywords: by James L. Heskett, W. Earl Sasser & Joe Wheeler
  • 21 Oct 2002
  • Research & Ideas

The Parable of the Bungled Baggage And the Unhappy Customer

Late-arriving luggage proved to be a parable about customer service for Harvard Business School professor W. Earl Sasser. In this excerpted transcript from a new video CD presentation, View Details
Keywords: by W. Earl Sasser
  • 30 Mar 2003
  • Research & Ideas

How Your Employees and Customers Drive a New Value Profit Chain

It may be time to think about who really creates value in your organization, starting with customers and employees. Harvard Business School professors W. Earl Sasser and View Details
Keywords: by Manda Mahoney
  • 31 May 2017
  • What Do You Think?

Can Amazon Do What Walmart Couldn’t, Stop the 'Wheel of Retailing'?

retailing? What do you think? References: James L. Heskett, W. Earl Sasser, Jr., and Leonard A. Schlesinger, “Leading for the Future of... View Details
Keywords: by James Heskett; Retail
  • 01 Sep 2021
  • What Do You Think?

Can We Train for Trust?

deloitte.com. Kurt Dirks and Donald L. Ferrin, “Trust in Leadership: Meta-Analytic Findings and Implications for Research and Practice,” The Journal of Applied Psychology, September, 2002. James L. Heskett,... View Details
Keywords: by James Heskett
  • 05 Jul 2021
  • What Do You Think?

Do Companies Really Need Chief Experience Officers to Know Their Customers?

School Press, 2003), p. 74. Katie Deighton, “Some Chief Experience Officers Want to Make Their Jobs Disappear,” The Wall Street Journal, June 23, 2021. James L. Heskett, W.... View Details
Keywords: by James Heskett
  • 02 Nov 2016
  • What Do You Think?

Are Employees Becoming Job 'Renters' Instead of 'Owners'?

owner’s attitude toward the organizations they inhabit and increasingly lead? Will they adopt policies that encourage others to become owners or, as in the case of some of Wells Fargo’s leaders, renters? Are we becoming a nation of job renters? What do YOU think?... View Details
Keywords: by James Heskett
  • Research Summary

The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees

By: W. Earl Sasser
W. Earl Sasser, Jr., Leonard A. Schlesinger, and James L. Heskett complted a multi-firm study that provides further empirical verification of relationships established in their earlier examinations of 'breakthrough' service and the service profit chain.... View Details
  • 18 Dec 2006
  • Lessons from the Classroom

Grooming Next-Generation Leaders

Finding and nurturing future leadership talent is a primary concern for most organizations. How can they identify top people, train them, and—here's the catch—retain them? And do so in the face of ever-increasing global challenges? Harvard Business School professors... View Details
Keywords: by Martha Lagace
  • 02 Sep 2015
  • What Do You Think?

What's Wrong With Amazon’s Low-Retention HR Strategy?

Comparison of Costco to Wal-Mart’s Sam’s Club,” Academy of Management Perspectives, August  2006. David Glass, in a comment confirmed by email on April 10, 2002. James L. View Details
Keywords: by James Heskett; Web Services; Retail; Apparel & Accessories; Consumer Products; Fashion
  • 30 Jul 2001
  • What Do You Think?

What’s the Future of Corporate Governance?

historic financial measures. In a book that I wrote with Earl Sasser and Len Schlesinger, The Service Profit Chain, we discussed the mounting evidence that customer and employee satisfaction and loyalty are... View Details
Keywords: by James Heskett
  • 03 Feb 2016
  • Research & Ideas

The State of Customer Service Leadership

Harvard Business School professors Jim Heskett (now emeritus), Earl Sasser, and Len Schlesinger have been studying the service sector—the good and the great as well as the bad and the ugly—for more than three decades. In their new book,... View Details
Keywords: by Jim Aisner; Retail
  • 06 Oct 2011
  • What Do You Think?

How Will the ‘Moneyball Generation’ Influence Management?

New York Times, October 2, 2011, p. BU6 James L. Heskett, Is Profit as a "Direct Goal" Overrated? Working Knowledge, July 2, 2010 James L. View Details
Keywords: by James Heskett
  • 05 Aug 2015
  • What Do You Think?

What Happened to the ‘Innovation, Disruption, Technology’ Dividend?

W. Norton & Company, 2014). Martin Ford, Rise of the Robots: Technology and the Threat of a Jobless Future (New York: Basic Books, 2015). James L. Heskett, View Details
Keywords: by James Heskett; Computer; Technology
  • 08 Jul 2015
  • What Do You Think?

Do Americans Work Too Much and Think About Work Too Little?

"The Problem With Work Is Overwork," The New York Times, May 31, 2015, p. BU4. James Heskett is coauthor with W. Earl Sasser, Jr. and Leonard A. Schlesinger of the... View Details
Keywords: by James Heskett; Financial Services
  • May 2011
  • Article

Challenge the Boss or Stand Down

By: W. Earl Sasser
This HBR Case Study includes both the case and the commentary. For teaching purposes, this reprint is also available in two other versions: case study-only, reprint R1105X, and commentary-only, R1105Z. Tom Green, an aggressive young sales executive at self-service... View Details
Keywords: Problems and Challenges; Personal Development and Career; Jobs and Positions; Conferences; Service Industry
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  • 21 Apr 2008
  • Research & Ideas

The New Math of Customer Relationships

It's the E=MC2 of customer loyalty. Deeply satisfied employee = deeply satisfied customer = lifelong profit. Harvard Business School professor emeritus Jim Heskett and professor Earl Sasser have pursued this... View Details
Keywords: by Sean Silverthorne
  • 10 Nov 2008
  • What Do You Think?

How Much Can You Ask of Your Customers?

Business," Harvard Business Review, October 2008, pp. 60-69. James L. Heskett, W. Earl Sasser, Jr., and Joe Wheeler, The Ownership Quotient:... View Details
Keywords: by Jim Heskett
  • 04 Jan 2010
  • Research & Ideas

Best of HBS Working Knowledge 2009

advantages, great employee and customer loyalty, and a smoother on-ramp in leadership succession. A book excerpt from The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage by HBS professor... View Details
Keywords: by Staff

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