Heskett, James L.

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