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W. Earl Sasser
Earl Sasser is a Baker Foundation Professor at Harvard Business School and has been a member of the faculty there since 1969. He received a B.A. in Mathematics from Duke University in 1965, an MBA from the University of North Carolina in 1967, and a Ph.D. in... View Details
- 14 Sep 2015
- Research & Ideas
Rewriting the Rules of Service Competition
Editor's Note: Harvard Business School professors James Heskett, W. Earl Sasser, and Leonard A. Schlesinger literally wrote the book on service industry management with The... View Details
- 22 Dec 2008
- Research & Ideas
10 Reasons to Design a Better Corporate Culture
Why is it that many of the same companies appear repeatedly on lists of the best places to work, the best providers of customer service, and the most profitable in their industries? In their new book, The Ownership Quotient, HBS professors Jim Heskett and View Details
- 21 Oct 2002
- Research & Ideas
The Parable of the Bungled Baggage And the Unhappy Customer
Late-arriving luggage proved to be a parable about customer service for Harvard Business School professor W. Earl Sasser. In this excerpted transcript from a new video CD presentation, View Details
Keywords: by W. Earl Sasser
- 30 Mar 2003
- Research & Ideas
How Your Employees and Customers Drive a New Value Profit Chain
It may be time to think about who really creates value in your organization, starting with customers and employees. Harvard Business School professors W. Earl Sasser and View Details
Keywords: by Manda Mahoney
- 14 Sep 2015
- News
Rewriting the Rules of Service Competition
- 01 Sep 2021
- What Do You Think?
Can We Train for Trust?
deloitte.com. Kurt Dirks and Donald L. Ferrin, “Trust in Leadership: Meta-Analytic Findings and Implications for Research and Practice,” The Journal of Applied Psychology, September, 2002. James L. Heskett,... View Details
Keywords: by James Heskett
- 05 Jul 2021
- What Do You Think?
Do Companies Really Need Chief Experience Officers to Know Their Customers?
School Press, 2003), p. 74. Katie Deighton, “Some Chief Experience Officers Want to Make Their Jobs Disappear,” The Wall Street Journal, June 23, 2021. James L. Heskett, W.... View Details
Keywords: by James Heskett
- 11 AM – 12 PM EST, 13 Jan 2016
- Webinars: Trending@HBS
What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms
In their recently completed book by the same title, Professor Schlesinger and coauthors and fellow HBS faculty members James L. Heskett (emeritus) and W. Earl Sasser posit the following: that management has within its control the authority, and, they think, the... View Details
- 02 Nov 2016
- What Do You Think?
Are Employees Becoming Job 'Renters' Instead of 'Owners'?
owner’s attitude toward the organizations they inhabit and increasingly lead? Will they adopt policies that encourage others to become owners or, as in the case of some of Wells Fargo’s leaders, renters? Are we becoming a nation of job renters? What do YOU think?... View Details
Keywords: by James Heskett
- Research Summary
The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees
By: W. Earl Sasser
W. Earl Sasser, Jr., Leonard A. Schlesinger, and James L. Heskett complted a multi-firm study that provides further empirical verification of relationships established in their earlier examinations of 'breakthrough' service and the service profit chain.... View Details
- 31 May 2017
- What Do You Think?
Can Amazon Do What Walmart Couldn’t, Stop the 'Wheel of Retailing'?
retailing? What do you think? References: James L. Heskett, W. Earl Sasser, Jr., and Leonard A. Schlesinger, “Leading for the Future of... View Details
- 02 Sep 2015
- What Do You Think?
What's Wrong With Amazon’s Low-Retention HR Strategy?
Comparison of Costco to Wal-Mart’s Sam’s Club,” Academy of Management Perspectives, August 2006. David Glass, in a comment confirmed by email on April 10, 2002. James L. View Details
- 18 Dec 2006
- Lessons from the Classroom
Grooming Next-Generation Leaders
Finding and nurturing future leadership talent is a primary concern for most organizations. How can they identify top people, train them, and—here's the catch—retain them? And do so in the face of ever-increasing global challenges? Harvard Business School professors... View Details
Keywords: by Martha Lagace
- 03 Feb 2016
- Research & Ideas
The State of Customer Service Leadership
Harvard Business School professors Jim Heskett (now emeritus), Earl Sasser, and Len Schlesinger have been studying the service sector—the good and the great as well as the bad and the ugly—for more than three decades. In their new book,... View Details
- 05 Aug 2015
- What Do You Think?
What Happened to the ‘Innovation, Disruption, Technology’ Dividend?
W. Norton & Company, 2014). Martin Ford, Rise of the Robots: Technology and the Threat of a Jobless Future (New York: Basic Books, 2015). James L. Heskett, View Details
- 06 Oct 2011
- What Do You Think?
How Will the ‘Moneyball Generation’ Influence Management?
New York Times, October 2, 2011, p. BU6 James L. Heskett, Is Profit as a "Direct Goal" Overrated? Working Knowledge, July 2, 2010 James L. View Details
Keywords: by James Heskett
- 30 Jul 2001
- What Do You Think?
What’s the Future of Corporate Governance?
historic financial measures. In a book that I wrote with Earl Sasser and Len Schlesinger, The Service Profit Chain, we discussed the mounting evidence that customer and employee satisfaction and loyalty are... View Details
Keywords: by James Heskett
- 08 Jul 2015
- What Do You Think?
Do Americans Work Too Much and Think About Work Too Little?
"The Problem With Work Is Overwork," The New York Times, May 31, 2015, p. BU4. James Heskett is coauthor with W. Earl Sasser, Jr. and Leonard A. Schlesinger of the... View Details
- 02 Nov 2015
- News