Filter Results:
(132)
Show Results For
- All HBS Web
(132)
- News (18)
- Research (109)
- Multimedia (2)
- Faculty Publications (86)
Show Results For
- All HBS Web
(132)
- News (18)
- Research (109)
- Multimedia (2)
- Faculty Publications (86)
←
Page 7 of 132
Results
- 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. Heskett, W. View Details
- 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.
- 1992
- Other Teaching and Training Material
Achieving Breakthrough Service Teleseminar
- 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 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 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
- 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 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
- 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
- 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
- ←
- 7