- 14 Sep 2015
- Research & Ideas
Rewriting the Rules of Service Competition
What must leaders know and do to deliver breakthrough service? In an excerpt from the new book What Great Service Leaders Know and Do, James Heskett, W. Earl Sasser, and Leonard A. Schlesinger explore the dynamics of the "service trifecta." Open for comment; 0 Comments.
- 22 Dec 2008
- Research & Ideas
10 Reasons to Design a Better Corporate Culture
Organizations with strong, adaptive cultures enjoy labor cost advantages, great employee and customer loyalty, and a smoother on-ramp in leadership succession. A book excerpt from The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage by HBS professors Jim Heskett and W. Earl Sasser and coauthor Joe Wheeler. Closed for comment; 0 Comments.
- 18 Dec 2006
- Lessons from the Classroom
Grooming Next-Generation Leaders
Organizations succeed by identifying, developing, and retaining talented leaders. Professors W. Earl Sasser and Das Narayandas, who teach leadership development in one of Harvard Business School's Executive Education programs, discuss the fine points of leadership development. Key concepts include: Talent provides organizations a key competitive advantage, but there must be managers and a process in place to identify and nurture next-generation leaders. Large and small companies may have a leg up in leadership development. Medium-sized organizations have the most difficulty with talent identification because these companies often lack the infrastructure and human resources capabilities. What separates true leaders from the merely capable is flexibility in leadership styles in order to meet challenges of the global economy, rapid commoditization, and hyper-competitive environments. Closed for comment; 0 Comments.
- 15 Aug 2005
- HBS Case
Classic Cases Live On at HBS
Harvard Business School is famous for its case method of classroom teaching. Here is a look at some of the classic cases that have been taught to business leaders worldwide—and are still in use today. Closed for comment; 0 Comments.
- 30 Mar 2003
- Research & Ideas
How Your Employees and Customers Drive a New Value Profit Chain
Thinking of your customers and employees as key creators of value can produce profitable results. Harvard Business School professors W. Earl Sasser and James L. Heskett discuss their new book, The Value Profit Chain. Plus: Book excerpt. Closed for comment; 0 Comments.
- 21 Oct 2002
- Research & Ideas
The Parable of the Bungled Baggage And the Unhappy Customer
Sometimes a seemingly harmless corporate decision such as a budget trim can lead to big problems elsewhere. HBS professor W. Earl Sasser tells what happens when budget constraints and customers collide. Closed for comment; 0 Comments.
The State of Customer Service Leadership
The economic future of the country is largely in the hands of those who lead our service organizations, which create more employment and GDP growth than any other sector. Jim Heskett, Earl Sasser, and Len Schlesinger discuss the current state of service and their recent book, What Great Service Leaders Know & Do. Open for comment; 0 Comments.