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  • 01 Dec 1998
  • News

New Senior Executive Programme Strengthens African Managerial Leadership

demands a high level of leadership expertise," says W. Earl Sasser, Jr., HBS senior associate dean for Executive Education. "The need for strong management has never been more crucial if this region is to... View Details
  • 1993
  • Other Teaching and Training Material

People, Service, Success: The Service Profit Link

By: Leonard A. Schlesinger, James Heskett and W. Earl Sasser
Related
  • 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
Related
  • 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
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  • 01 Oct 1996
  • News

"Service-Profit Chain" Links Members of Service Management Unit

and Heskett are working on a book, tentatively titled Out in Front: Building High Capability Service Organizations, to be published later this year. Professor W. Earl Sasser, Jr., joined them in writing... View Details
Keywords: Susan Young
  • 01 Oct 2000
  • News

The Class of 1975 in Review

in Sales Management. Earl and Ben may not have been impressed by my originality, but at least they'd have to give me credit for choosing good role models: Gary is now chairman and CEO of Polaroid, and Walt... View Details
Keywords: J. Hans Stumm
  • 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 L. Valley. A highlight of the conference was the presentation of professional... View Details
  • 01 Sep 2015
  • News

Alumni and Faculty Books for September 2015

Heskett, W. Earl Sasser, and Leonard A. Schlesinger (Berrett-Koehler) Based on decades of collective field experiences, the authors present anecdotal evidence in support of eight things that great service... View Details
  • 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. Earl Sasser, Jr. Harvard Business... View Details
Keywords: Martha Lagace
  • 01 Apr 1997
  • News

A Conversation with Dean Clark

task at hand. BULLETIN: We've talked mainly about the MBA Program and related activities. Do you have any news on the Executive Education front? CLARK: [Professor] Earl Sasser and his colleagues are in an... 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
Keywords: Garry Emmons; Colleges, Universities, and Professional Schools; Educational Services
  • 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. Earl Sasser, and Leonard A. Schlesinger... View Details
Keywords: Carmen Nobel