Heskett, James L.
Most widely held works by James L Heskett
Corporate culture and performance by John P Kotter ( Book )
11 editions published between 1992 and 2004 in 5 languages and held by 1,393 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 )
14 editions published between 1986 and 1988 in 4 languages and held by 1,282 libraries worldwide
Service breakthroughs : changing the rules of the game by James L Heskett ( Book )
9 editions published between 1990 and 1993 in English and Spanish and held by 862 libraries worldwide
The service profit chain : how leading companies link profit and growth to loyalty, satisfaction, and value by James L Heskett ( Book )
6 editions published in 1997 in English and held by 772 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 )
4 editions published in 2003 in English and held by 643 libraries worldwide
With the support of case studies and examples of companies who have adopted Value Profit Chain principles, the authors demonstrate how satisfied, loyal and productive employees produce satisfied, loyal and trusting customers who are the primary drivers of growth and profitability.
Business logistics; management of physical supply and distribution by James L Heskett ( Book )
9 editions published between 1964 and 1973 in English and held by 348 libraries worldwide
Marketing by James L Heskett ( Book )
4 editions published in 1976 in English and held by 346 libraries worldwide
Business logistics; physical distribution and materials management by James L Heskett ( Book )
6 editions published between 1964 and 1973 in English and held by 319 libraries worldwide
The service management course : cases and readings by W. Earl Sasser ( Book )
3 editions published in 1991 in English and held by 317 libraries worldwide
Logistics strategy : cases and concepts by Roy D Shapiro ( Book )
3 editions published in 1985 in English and held by 195 libraries worldwide
The ownership quotient : putting the service profit chain to work for unbeatable competitive advantage by James L Heskett ( Book )
4 editions published in 2008 in English and held by 194 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.
Case problems in business logistics ( Book )
4 editions published between 1973 and 1986 in English and held by 167 libraries worldwide
Achieving breakthrough service in libraries : a nationwide teleseminar ( Visual )
5 editions published in 1994 in English and held by 155 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 )
1 edition published in 1965 in English and held by 74 libraries worldwide
Business logistics, appraisal and prospect. [Papers by Business Logistics Forum ( Book )
2 editions published in 1965 in English and held by 69 libraries worldwide
Bahnbrechender Service : Standards für den Wettbewerb von morgen by James L Heskett ( Book )
3 editions published between 1990 and 1994 in 3 languages and held by 48 libraries worldwide
Student resource manual to accompany marketing by James L Heskett ( Book )
3 editions published in 1976 in English and held by 25 libraries worldwide
Bedrijfscultuur en prestatie by John P Kotter ( Book )
1 edition published in 1995 in Dutch and held by 21 libraries worldwide
Analyse van de verhouding tussen bedrijfscultuur en duurzame, uitstekende bedrijfsresultaten, gevolgd door wenken voor managers om de resultaten te verbeteren door verbetering van de organisatiecultuur.
Saving customers with service recovery ( Visual )
2 editions published in 1994 in Undetermined and English and held by 18 libraries worldwide
Demonstrates how successful companies turn problems into opportunities by designing systems that respond to errors and problems.
People, service, success ( Visual )
1 edition published in 1993 in English and held by 17 libraries worldwide
People, service, success is two new documentary programs that take you and your managers behind the scenes at some of America's and British most innovative service providers: Taco Bell, Southwest Airlines, British Airways, and Ritz-Carlton. The program shows the management principles and techniques that connect between outstanding service and profitability.
Benetton (Firm) Business education Business logistics Case method Case studies Clothing factories Communication in marketing Consumer satisfaction Corporate culture Customer relations Customer services Electronic commerce Employee loyalty Employee ownership Employees--Training of England--London England--London Region Hospitals--Administration Industrial management Industrial management--Mathematical models Industrial productivity Italy Libraries--Automation Libraries--Customer services Libraries--Public relations Libraries--Technological innovations Library administration Loyalty Management Manufactures Manufacturing processes Maps Marketing Marketing--Management Materials management Organizational behavior Organizational change Organizational change--Management Organizational effectiveness Performance Problems, exercises, etc. Production management Quality control Retail trade Sales management Service industries--Management ServiceMaster Company Total quality management United States Word-of-mouth advertising
Heskett, J. L.
Heskett, J. L., 1933-
Heskett, J. L. (James L.)
Heskett, J. L. (James L.), 1933-
Heskett, James 1933-
Heskett, Jimmie L.
Heskett, Jimmie L., 1933-
Heskett, Jimmie Lee 1933-
Lee Heskett, Jimmie 1933-เฮสเคตต์, เจมส์ แอล
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