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- Faculty Publications (9)
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- All HBS Web (42)
- Faculty Publications (9)
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- 14 Sep 2015
- News
Rewriting the Rules of Service Competition
- 02 Nov 2015
- News
The Secret Sauce of the Service Sector
- 01 Jun 1997
- News
New Releases
managerial formula. His book is designed to help managers understand that distinction and show them how to adapt and respond accordingly. The Service Profit Chain by James L.... View Details
- 01 Sep 2008
- News
Faculty Books
Service Profit Chain to Work for Unbeatable Competitive Advantage by James L. Heskett, W. View Details
- 01 Oct 1996
- News
"Service-Profit Chain" Links Members of Service Management Unit
years, unit members have studied numerous organizations, ranging from Taco Bell to Intuit, to determine what maximizes profit and growth in service organizations. In so doing, they have formulated a key business dynamic that they term the "service-profit chain,"... View Details
Keywords: Susan Young
- 01 Dec 1997
- News
Banking on HBS
Senior Associate Dean of Executive Education W. Earl Sasser, Jr., who oversaw the formal development and implementation of EDP, calls it "the most ambitious customized executive education program the School... View Details
Keywords: Garry Emmons
- 01 Feb 1997
- News
OPM Celebrates 21st Anniversary at Gala Florida Reunion
and develop friendships with those outside your class as well." The academic program began early the next day and included presentations by W. Earl Sasser, Jr., the UPS... View Details
- 01 Sep 2015
- News
Alumni and Faculty Books for September 2015
on-the-ground reporting and an understanding of war’s complexities to tell the story of CST-2, a unit of women handpicked from the Army to serve in this highly specialized and challenging role. Faculty Books What Great Service Leaders Know and Do: Creating... View Details
- 01 Feb 2002
- News
The Harvard Clubs of Australia: Networking with a Cause
HBS professors emeriti Stephen A. Greyser and James L. Heskett, explores strategic concepts in areas such as mission, organizational structure and alliances, and financial... View Details
- 01 Apr 1997
- News
HBS Conferences Explore Range of Issues
participants attended a variety of talks, panel discussions, and seminars, including sessions led by Professor James L. Heskett and Associate Professor Kathleen View Details
- 01 Mar 2005
- News
Answering the Call
things,” Benihana ads promised). Illustration by PJ Loughran After reading in a trade publication about Benihana’s innovative and efficient use of labor and layout to lower costs and facilitate customer turnaround times, Professor View Details