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Heskett, James L.

Works: 117 works in 382 publications in 9 languages and 7,916 library holdings
Genres: Case studies 
Roles: Author, Editor, Other
Classifications: HF5415.5, 658
Publication Timeline
Publications about James L Heskett
Publications by James L Heskett
Most widely held works by James L Heskett
Corporate culture and performance by John P Kotter( Book )
26 editions published between 1992 and 2011 in 7 languages and held by 1,402 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 )
23 editions published between 1986 and 1988 in English and German and held by 1,178 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 )
19 editions published between 1990 and 1993 in English and Spanish and held by 829 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 exceeding customer needs and expectations, thus forcing their competitors to either adapt or fail. With detailed case studies of Nordstrom, American Airlines, McDonald's and dozens of other companies, service management experts Heskett, Sasser and Hart show exactly how breakthrough managers - with an intuitive understanding of the "self-reinforcing management cycle" have development a strategic service vision, built loyalty, and positioned their service more successfully than their competitors
The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value by James L Heskett( Book )
18 editions published between 1997 and 2014 in 5 languages and held by 778 libraries worldwide
Why are a select few service firms better at what they do -- year in and year out -- than their competitors' For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. In this pathbreaking book, world-renowned Harvard Business School service firm experts 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 painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make' A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management
The value profit chain : treat employees like customers and customers like employees by James L Heskett( Book )
9 editions published between 2003 and 2014 in English and held by 622 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 )
18 editions published between 1964 and 1973 in English and Undetermined and held by 330 libraries worldwide
The service management course : cases and readings by W. Earl Sasser( Book )
12 editions published in 1991 in English and held by 318 libraries worldwide
Marketing by James L Heskett( Book )
13 editions published in 1976 in English and held by 312 libraries worldwide
Business logistics; physical distribution and materials management by James L Heskett( Book )
8 editions published in 1973 in English and held by 285 libraries worldwide
Logistics strategy : cases and concepts by Roy D Shapiro( Book )
17 editions published between 1985 and 1992 in English and Italian and held by 215 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 212 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
The culture cycle : how to shape the unseen force that transforms performance by James L Heskett( Book )
11 editions published between 2011 and 2012 in English and held by 203 libraries worldwide
Case problems in business logistics by James L Heskett( Book )
10 editions published between 1973 and 1986 in English and held by 170 libraries worldwide
Achieving breakthrough service in libraries a nationwide teleseminar ( visu )
4 editions published in 1994 in English and held by 105 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 libraries worldwide
Business logistics, appraisal and prospect. [Papers] by Business Logistics Forum( Book )
3 editions published in 1965 in English and held by 70 libraries worldwide
Bahnbrechender Service : Standards für den Wettbewerb von morgen by James L Heskett( Book )
1 edition published in 1991 in German and held by 70 libraries worldwide
What great service leaders know and do : creating breakthroughs in service firms by James L Heskett( Book )
6 editions published in 2015 in English and held by 59 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
Fu wu ye de jing ying ce lue by James L Heskett( Book )
7 editions published between 1987 and 1993 in Chinese and held by 47 libraries worldwide
Student resource manual to accompany marketing by James L Heskett( Book )
6 editions published in 1976 in English and held by 30 libraries worldwide
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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
English (180)
Chinese (11)
German (8)
Japanese (4)
Italian (4)
Spanish (4)
French (3)
Portuguese (2)
Dutch (2)
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