WorldCat Identities

Heskett, James L.

Overview
Works: 125 works in 374 publications in 8 languages and 7,762 library holdings
Genres: Case studies 
Roles: Author, Editor, Other
Classifications: HF5415.5, 658
Publication Timeline
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Most widely held works by James L Heskett
Corporate culture and performance by John P Kotter( Book )

25 editions published between 1992 and 2011 in 6 languages and held by 1,404 WorldCat member libraries worldwide

"Going far beyond previous empirical work, John Kotter and James Heskett provide the first comprehensive critical analysis of how the "culture" of a corporation powerfully influences its economic performance, for better or for worse. Through painstaking research at such firms as Hewlett-Packard, Xerox, ICI, Nissan, and First Chicago, as well as a quantitative study of the relationship between culture and performance in more than 200 companies, the authors describe how shared values and unwritten rules can profoundly enhance economic success or, conversely, lead to failure to adapt to changing markets and environments." "With penetrating insight, Kotter and Heskett trace the roots of both healthy and unhealthy cultures, demonstrating how easily the latter emerge, especially in firms which have experienced much past success. Challenging the widely held belief that "strong" corporate cultures create excellent business performance, Kotter and Heskett show that while many shared values and institutionalized practices can promote good performances in some instances, those cultures can also be characterized by arrogance, inward focus, and bureaucracy--features that undermine an organization's ability to adapt to change. They also show that even "contextually or strategically appropriate" cultures--ones that fit a firm's strategy and business context--will not promote excellent performance over long periods of time unless they facilitate the adoption of strategies and practices that continuously respond to changing markets and new competitive environments."
Managing in the service economy by James L Heskett( Book )

34 editions published between 1986 and 1993 in 4 languages and held by 1,260 WorldCat member libraries worldwide

Dieses Buch handelt von den Dingen, die der erfolgreiche Manager im Dienstleistungs gewerbe weiB und tut. Es handelt von einem Konzept, das ich als "Strategische Dienst leistungsvision" bezeichnet habe - einem logisch aufgebauten Plan fUr den Aufbau neuer Unternehmen und die praktische Umsetzung von unternehmerischen Ideen. Und nicht zuletzt geht es auch urn das sich stiindig wandelnde Umfeld, in dem die Ftihrungskraft im Betrieb agiert. Parallel zum Aufwartstrend, den der Dienstleistungssektor zu verzeichnen hat, steigt auch die Zahl der Ftihrungskriifte in diesem Bereich in allen Industrieliindern der Welt und ist inzwischen sogar groBer als in der gtiterverarbeitenden Industrie. Daher beschaf tigt sich dieses Buch in einem gewissen Sinne auch mit den Dingen, die jeder Manager von den erfolgreichsten Praktikern im wachstumsintensivsten Wirtschaftszweig der Welt - der Dienstleistungsindustrie - lernen kann. 1 In einer bahnbrechenden wissenschaftlichen Arbeit beschrieb Colin Clark den Ubergang einer Volkswirtschaft von der vorindustriellen tiber die industrielle zur postindustrieHen Phase. Er unterteilte die wirtschaftlichen Aktivitaten in drei Sektoren: den Primiirsektor (Landwirtschaft), den Sekundiirsektor (Industrie) und den Tertiiirsektor (Dienstleistun gen). Inzwischen ist es so, daB der Tertiiirsektor alle Wirtschaftsaktivitaten abdeckt, die nicht von den anderen beiden Teilbereichen vereinnahmt werden. Und die Erben von Clarks Gedankengut haben es mit einer ganzen Ftille von hOchst unterschiedlichen Spar ten zu tun, die sich vom Bereich der gtiterverarbeitenden Industrie zum Teil nur graduell abheben
Service breakthroughs : changing the rules of the game by James L Heskett( Book )

23 editions published between 1990 and 2014 in 6 languages and held by 904 WorldCat member libraries worldwide

What Do Citicorp, UPS and Marriott have in common' They are "breakthrough" service providers, firms that changed the rules of the game in their respective industries by consistently meeting or exceeding customer needs and expectations. To find out how these companies do it, service management experts James Heskett, Earl Sasser, and Christopher Hart put the question to the chief executive officers of fifteen of America's leading service firms attending a workshop at the Harvard Business School. Breakthrough leaders, they discovered, think very differently about their businesses than do their competitors, in distinct and well-defined ways. Now, in Service Breakthroughs, based upon five years of exhaustive research in fourteen service industries, Heskett, Sasser, and Hart show exactly what enables one or two companies in each industry to constantly set new standards for quality and value that force competitors to adapt or fail. At the heart of breakthrough performance, the authors contend, is a sometimes intuitive but thorough understanding of the "self-reinforcing service cycle" that replaces traditional management of "trade-offs." The "cycle" is a paradigm derived from the research results suggesting direct links between heightened customer satisfaction, increased customer retention, augmented sales and profit, improved quality and productivity, greater service value per unit of cost, improved satisfaction of service providers, increased employee retention, and further heightened customer satisfaction. With detailed examples and dramatic case studies of Mark Twain Bancshares, American Airlines, Florida Power & Light, Federal Express, McDonald's and many other companies, Heskett, Sasser, and Hart show how this self-reinforcing cycle of behavior differentiates breakthrough leaders from their "merely good" competitors. The authors describe how breakthrough managers develop counterintuitive, even contrarian, strategic service visions. These companies define their "service concept" in terms of results achieved for customers rather than services performed. They target market segments by focusing on psychographics -- how customers think and behave -- instead of demographics. And instead of viewing a service delivery system as a facility where the service is producted and sold, breakthrough firms see it as an opportunity to enhance the quality of the service. These profound differences in thought and action have brought spectacular results. For managers who wish to set the pace in their service industries, Service Breakthroughs will be essential reading
The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value by James L Heskett( Book )

14 editions published in 1997 in 3 languages and held by 772 WorldCat member libraries worldwide

Why are a select few service firms better at what they do - year in and year out - than their competitors? James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Based on five years of research, the authors show how managers employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty
The value profit chain : treat employees like customers and customers like employees by James L Heskett( Book )

8 editions published between 2003 and 2014 in English and held by 620 WorldCat member libraries worldwide

Publisher Description (unedited publisher data) James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship will enable any organization to be a low-cost provider and achieve superior results -- proving that you can have it all, a goal thought inadvisable just a few short years ago. At the heart of this bold assertion is the authors' indisputable conclusion supported by thirty-one years of groundbreaking research: today's employee satisfaction, loyalty, and commitment strongly influences tomorrow's customer satisfaction, loyalty, and commitment and ultimately the organization's profit and growth -- a quantifiable set of associations the authors call the value profit chain. In what may be the most far-reaching study ever undertaken of the strategic importance of the employee-customer relationship, Heskett, Sasser, and Schlesinger offer profound new insights into the life-long value of both employees and customers and the increasingly important concept of employee-relationship management. Readers will discover how organizations as diverse as aluminum maker Alcoa, travel agency Rosenbluth International, and the Willow Creek Community Church treat employees like customers (in the case of Willow Creek, volunteers as well). Conversely, the authors show how advertising agency Merkley Newman Harty and financial services provider ING Direct treat customers like employees, pursuing the ones they want most. At the Vanguard Group, Cisco Systems, and Southwest Airlines, both practices are common. The authors explain how these organizations and many others -- whether large or small, public or private, or not-for-profit -- achieve profitability and growth or the equivalent by leveraging results and process quality to deliver differentiated products and services at the lowest cost. Timely, essential, and important reading, The Value Profit Chain should be readily accessible on the desk of every forward-thinking manager
Business logistics; management of physical supply and distribution by James L Heskett( Book )

17 editions published between 1964 and 1973 in English and Undetermined and held by 329 WorldCat member libraries worldwide

Marketing by James L Heskett( Book )

12 editions published in 1976 in English and held by 314 WorldCat member libraries worldwide

The service management course : cases and readings by W. Earl Sasser( Book )

9 editions published in 1991 in English and held by 313 WorldCat member libraries worldwide

Business logistics; physical distribution and materials management by James L Heskett( Book )

8 editions published in 1973 in English and held by 287 WorldCat member libraries worldwide

The ownership quotient : putting the service profit chain to work for unbeatable competitive advantage by James L Heskett( Book )

7 editions published in 2008 in English and held by 208 WorldCat member libraries worldwide

An organization that learns how to cultivate an ownership attitude creates a self-reinforcing relationship between customers and front-line employees. The lifetime value of a customer-owner can be equivalent to that of more than a hundred typical customers. And that makes the lifetime value of an employee who can promote customer ownership priceless
Logistics strategy : cases and concepts by Roy D Shapiro( Book )

14 editions published in 1985 in English and held by 200 WorldCat member libraries worldwide

The culture cycle : how to shape the unseen force that transforms performance by James L Heskett( Book )

7 editions published between 2011 and 2012 in English and held by 192 WorldCat member libraries worldwide

Case problems in business logistics by James L Heskett( Book )

9 editions published between 1973 and 1986 in English and held by 169 WorldCat member libraries worldwide

Achieving breakthrough service in libraries a nationwide teleseminar( Visual )

4 editions published in 1994 in English and held by 109 WorldCat member libraries worldwide

Hardy Franklin, American Library Association President, James L. Heskett, UPS Foundation Professor of Business Logistics of the Harvard Business School, and W. Earl Sasser, Jr. UPS Foundation Professor of Service Management of the Harvard Business School discuss the means of improving customer service and in America's libraries. In addition to several exercises, the manual includes brief management case studies from libraries in the United States and several large American corporations
Productivity in marketing : papers of the Theodore N. Beckman Symposium on Marketing Productivity, April 22, 1965 by Theodore N. Beckman Symposium on Marketing Productivity( Book )

2 editions published in 1965 in English and held by 73 WorldCat member libraries worldwide

Business logistics, appraisal and prospect. [Papers] by Business Logistics Forum( Book )

3 editions published in 1965 in English and held by 70 WorldCat member libraries worldwide

Student resource manual to accompany marketing by James L Heskett( Book )

6 editions published in 1976 in English and held by 30 WorldCat member libraries worldwide

Cultura de empresa y rentabilidad by John P Kotter( Book )

3 editions published in 1995 in Spanish and held by 21 WorldCat member libraries worldwide

What great service leaders know and do : creating breakthroughs in service firms by James L Heskett( Book )

4 editions published in 2015 in English and held by 17 WorldCat member libraries worldwide

What great service leaders know: the best service operating strategies don't require trade-offsWhat great service leaders do: they foster both/and thinking in designing winning operating strategies; 4 Creating and Capitalizing on Internal Quality-"A Great Place to Work"; What great service leaders know: great service starts with the frontline employee; What great service leaders do: they hire for attitude, train for skills; 5 The Nuts and Bolts of Breakthrough Service Operations
Achieving breakthrough service( Visual )

4 editions published between 1992 and 1993 in English and held by 16 WorldCat member libraries worldwide

Provides executives with the tools to design a breakthrough service strategy and to win support for customer service initiatives throughout the organization
 
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Corporate culture and performance
Alternative Names
Heskett, J. L.

Heskett, J. L. 1933-

Heskett, J. L. (James L.)

Heskett, J. L. (James L.), 1933-

Heskett, James 1933-

Heskett, Jim 1933-

Heskett, Jimmie L.

Heskett, Jimmie L. 1933-

Heskett, Jimmie Lee 1933-

Lee Heskett, Jimmie 1933-

ヘスケット, ジェイムズ・L

ヘスケット, ジェームス・L

Languages
English (169)

Chinese (13)

Spanish (10)

German (9)

French (3)

Portuguese (3)

Dutch (2)

Czech (1)

Covers
Managing in the service economyService breakthroughs : changing the rules of the gameThe service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and valueThe value profit chain : treat employees like customers and customers like employeesThe service management course : cases and readingsThe ownership quotient : putting the service profit chain to work for unbeatable competitive advantageThe culture cycle : how to shape the unseen force that transforms performance