Publications

13 Jan 2009
First Look

First Look: January 13, 2009

Profit Chain to Work for Unbeatable Competitive Advantage Authors:James L. Heskett, W. Earl Sasser Jr., and Joe... View Details

Keywords: Martha Lagace

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)

Educators

March–April 1994
Article

Putting the Service-Profit Chain to Work

By: J. L. Heskett, T. O. Jones, G. W. Loveman, W. Earl Sasser and L. A. Schlesinger

Register to Read

Web

Resources - Christensen Center for Teaching & Learning

James L. Heskett, and Christopher A. Bartlett This document offers guidance and advice, including check lists, for the preparation and writing of both classroom cases and their... View Details

Web

AASU50 - Alumni

conferred from 1997-2001. Bert King Award for Service Kenneth A. Powell, MBA 1974 Nancy Lane, PMD 29 Clifford E. Darden, MBA 1969, DBA 1982 Lillian L. Lambert, MBA 1969 Carla Harris, MBA 1987 Ann M. Fudge, MBA 1977 View Details

01 Sep 2008
News

Faculty Books

Service Profit Chain to Work for Unbeatable Competitive Advantage by James L. Heskett, W. View Details

Keywords: Colleges, Universities, and Professional Schools; Educational Services; Real Estate

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

2015
Book

What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms

By: James L. Heskett, W. Earl Sasser and Leonard A. Schlesinger

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

Keywords: Management; Leadership; Service Operations; Service Delivery

2003
Book

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

By: James L. Heskett, W. Earl Sasser Jr. and Leonard A. Schlesinger

Keywords: Value; Profit; Employees; Customers

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

Educators

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

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)