James L. Heskett
James L. Heskett
UPS Foundation Professor of Business Logistics, Emeritus
| Contact | (617) 495-6340 Send E-Mail |
|---|---|
| Interests | customer relationship management, entrepreneurial management, service management, service quality, social entrepreneurship, more > |
| Overview | Biography | Publications & Course Materials | Current Research | Areas of Interest |
James L. Heskett is Baker Foundation Professor, Emeritus at the Graduate School of Business Administration, Harvard University. He completed his Ph.D. at the Graduate School of Business, Stanford University, and has been a member of the faculty of The Ohio State University as well as President of Logistics Systems, Inc. He is currently teaching in several short executive education programs of the school.
Featured Work
Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
by James L. Heskett, W. Earl Sasser Jr., Joe Wheeler
Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business. Employee-owners exhibit such enthusiasm for their organization that they infect countless customers with similar satisfaction, loyalty, and dedication. Customer-owners are in turn so satisfied with their experience that they relate their stories to others, persuade them to try your product, and provide constructive criticism and new product ideas. As a new generation of managers has been changing the way that products and services are designed and delivered, authors Heskett, Sasser, and Wheeler have followed the evolution of this new ownership model.
Case studies from companies as diverse as Harrah's Entertainment, ING Direct, Build-a-Bear Workshop, and Wegmans Food Markets bring home the central principle of engagement - and showcase ways to raise the ownership quotient among both your employees and your customers.