James L. Heskett

James L. Heskett earned a PhD from the Stanford Graduate School of Business.[1]

Heskett first taught at the Ohio State University.[1] In 1965, he joined the faculty at the Harvard Business School.[1] He has also been the senior associate dean for educational programs at the HBS.[2] In this capacity, he helped reduce the workload for MBAs, on the assumption that they had previously been bombarded with too much information they could not take in.[2]

Heskett is the co-author of seven books and the sole author of one more book. In his 1992 book called Corporate Culture and Performance, co-authored with his HBS colleague John Kotter, Heskett studied 200 companies and concluded that adaptable corporate cultures led to higher financial returns.[3]

He is also a prolific case writer and also featured on the list of The Case Centre's all-time top authors list (covering 40 years) released in 2014.[4]

• Hart, Christopher W. L.; Heskett, James L.; Sasser, W. Earl (1990). Service Breakthroughs: Changing the Rules of the Game. New York: Free Press. ISBN 9780029146750. OCLC 963683716.
• Hart, Christopher W. L.; Heskett, James L.; Sasser, W. Earl (1991). The Service Management Course: Cases and Readings. New York: Free Press. ISBN 9780029140918. OCLC 476595345.
• Heskett, James L.; Kotter, John P. (1992). Corporate Culture and Performance. New York: Free Press. ISBN 9781451655322. OCLC 755062653.
• Heskett, James L.; Sasser, W. Earl; Schlesinger, Leonard A. (1997). The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value. New York: Free Press. ISBN 9780684832562. OCLC 35750450.
• Heskett, James L.; Sasser, W. Earl; Schlesinger, Leonard A. (2003). The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees. New York: Free Press. ISBN 9780743225694. OCLC 883293499.
• Heskett, James L.; Sasser, Earl W.; Wheeler, Joe (2008). Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage. Boston, Massachusetts: Harvard Business Press. ISBN 9781422110232. OCLC 805023221.
• Heskett, James L. (2012). The Culture Cycle: How to Shape the Unseen Force That Transforms Performance. Upper Saddle River, New Jersey: FT Press. ISBN 9780132779784. OCLC 773977523.
• Heskett, James L.; Sasser, W. Earl; Schlesinger, Leonard A. (2015). What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms. Oakland, California: Berrett-Koehler Publishers. ISBN 9781626565852. OCLC 929986026.