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- Faculty Publications (9)
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- 2015
- Book
What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms
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
Heskett, James L., W. Earl Sasser, and Leonard A. Schlesinger. What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms. Oakland, CA: Berrett-Koehler Publishers, 2015.
- 2003
- Book
The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees
Heskett, James L., W. Earl Sasser Jr., and Leonard A. Schlesinger. The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees. New York: Free Press, 2003.
- 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
- 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
Heskett, James L., and W. Earl Sasser. "Rackspace Hosting in Late 2000." Harvard Business School Case 808-166, June 2008.
- 07 Jul 2010
- First Look
First Look: July 7
compensation limitations. Purchase this supplement:http://cb.hbsp.harvard.edu/cb/product/310057-PDF-ENG Southwest Airlines: In a Different World James L. Heskett and W. View Details
Keywords: Martha Lagace
- 30 Jun 2015
- First Look
First Look: June 30, 2015
Publications Forthcoming Berrett-Koehler Publishers What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms By: Heskett, James L., W. View Details
Keywords: Carmen Nobel