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    • All HBS Web  (105,556)
      • Faculty Publications  (161)

      Heskett, James L. Remove Heskett, James L. →

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      • 2022
      • Book

      Win from Within: Build Organizational Culture for Competitive Advantage

      By: James Heskett
      There is significant evidence that an effective organizational culture provides a major competitive edge—higher levels of employee and customer engagement and loyalty translate into higher growth and profits. Many business leaders know this, yet few are doing much to...  View Details
      Keywords: Organizational Culture; Competitive Advantage; Organizational Change and Adaptation; Leadership
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      Heskett, James. Win from Within: Build Organizational Culture for Competitive Advantage. New York: Columbia University Press, 2022.
      • February 2018
      • Case

      Montes Calcados: A Step Ahead

      By: James L. Heskett and James T. Kindley
      Montes Calçados (MC) is a well-known "fast-fashion" Brazilian manufacturer of casual, but fashionable, shoes for women aged 18–35 in major cities worldwide. To boost its declining revenues, MC must evaluate two growth options: whether to expand distribution online (at...  View Details
      Keywords: Brands and Branding; Distribution Channels; Growth and Development Strategy; Marketing Strategy; Global Range; Apparel and Accessories Industry; Retail Industry
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      Heskett, James L., and James T. Kindley. "Montes Calcados: A Step Ahead." Harvard Business School Brief Case 918-513, February 2018.
      • February 2018
      • Teaching Note

      Montes Calcados: A Step Ahead (Brief Case)

      By: James L. Heskett and James T. Kindley
      Teaching Note for HBS No. 918-513.  View Details
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      Heskett, James L., and James T. Kindley. "Montes Calcados: A Step Ahead (Brief Case)." Harvard Business School Teaching Note 918-514, February 2018.
      • February 2018
      • Supplement

      Montes Calcados: A Step Ahead, Spreadsheet for Instructors (Brief Case)

      By: James L. Heskett and James T. Kindley
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      Heskett, James L., and James T. Kindley. "Montes Calcados: A Step Ahead, Spreadsheet for Instructors (Brief Case)." Harvard Business School Spreadsheet Supplement 918-516, February 2018.
      • February 2018
      • Supplement

      Montes Calcados: A Step Ahead, Spreadsheet for Students (Brief Case)

      By: James L. Heskett and James T. Kindley
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      Heskett, James L., and James T. Kindley. "Montes Calcados: A Step Ahead, Spreadsheet for Students (Brief Case)." Harvard Business School Spreadsheet Supplement 918-515, February 2018.
      • August 2015
      • Teaching Note

      KidZania: Shaping a Strategic Service Vision for the Future

      By: James L. Heskett and Javier Reynoso
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      Heskett, James L., and Javier Reynoso. "KidZania: Shaping a Strategic Service Vision for the Future." Harvard Business School Teaching Note 916-403, August 2015.
      • August 2015
      • Case

      KidZania: Shaping a Strategic Service Vision for the Future

      By: James L. Heskett, Javier Reynoso and Karla Cabrera
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      Heskett, James L., Javier Reynoso, and Karla Cabrera. "KidZania: Shaping a Strategic Service Vision for the Future." Harvard Business School Case 916-402, August 2015.
      • 2015
      • Book

      What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms

      By: James L. Heskett, W. Earl Sasser and Leonard A. Schlesinger
      Based on decades of collective field experiences, the authors present anecdotal evidence in support of eight things that great service leaders know and do. Great service leaders know that (1) leading a breakthrough service is different, and they take steps to ensure...  View Details
      Keywords: Management; Leadership; Service Operations; Service Delivery
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      Heskett, James L., W. Earl Sasser, and Leonard A. Schlesinger. What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms. Oakland, CA: Berrett-Koehler Publishers, 2015.
      • April 2015
      • Background Note

      Key Elements for Excellence in Classroom Cases and Teaching Notes

      By: James Austin, James Heskett and Christopher Bartlett
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      Austin, James, James Heskett, and Christopher Bartlett. "Key Elements for Excellence in Classroom Cases and Teaching Notes." Harvard Business School Background Note 915-417, April 2015.
      • October 2014
      • Teaching Note

      HandsOn Bay Area: Scaling Up Community Service

      By: James Heskett
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      Heskett, James. "HandsOn Bay Area: Scaling Up Community Service." Harvard Business School Teaching Note 915-405, October 2014.
      • October 2014 (Revised May 2015)
      • Case

      HandsOn Bay Area: Scaling Up Community Service

      By: James Heskett
      HandsOn Bay Area, an organization devoted to the performance of (and development of leaders for) community service, is undergoing a significant (and internally controversial) shift in its business model from "retail" projects involving individual volunteers to...  View Details
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      Heskett, James. "HandsOn Bay Area: Scaling Up Community Service." Harvard Business School Case 915-404, October 2014. (Revised May 2015.)
      • October 2014
      • Supplement

      HandsOn Bay Area: Scaling Up Community Service (B)

      By: James Heskett
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      Heskett, James. "HandsOn Bay Area: Scaling Up Community Service (B)." Harvard Business School Supplement 915-406, October 2014.
      • 2014
      • Article

      Notes from the Search for Deep Indicators in Services

      By: James L. Heskett
      Much of the research in the service sector over the last four decades has concerned itself with the search for deep indicators that explain service performance. This paper provides a brief retrospective of some of this research and illustrates the directions that this...  View Details
      Keywords: Service Delivery; Organizational Culture; Performance; Service Industry
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      Heskett, James L. "Notes from the Search for Deep Indicators in Services." Journal of Service Management 25, no. 3 (2014): 298–309.
      • January 2013
      • Teaching Note

      Shouldice Hospital Limited (B)

      By: James Heskett
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      Heskett, James. "Shouldice Hospital Limited (B)." Harvard Business School Teaching Note 913-407, January 2013.
      • January 2013 (Revised February 2013)
      • Supplement

      Shouldice Hospital Limited (B)

      By: James Heskett and Roger Hallowell
      Keywords: Hospital; Hernia; Surgery; Medical Specialties; Health Care and Treatment
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      Heskett, James, and Roger Hallowell. "Shouldice Hospital Limited (B)." Harvard Business School Supplement 913-405, January 2013. (Revised February 2013.)
      • December 2012
      • Teaching Note

      Shouldice Hospital Limited (Abridged) (TN)

      By: James Heskett
      Keywords: Hospital; Hernia; Toronto; Business Ventures; Health Industry; North and Central America
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      Heskett, James. "Shouldice Hospital Limited (Abridged) (TN)." Harvard Business School Teaching Note 913-408, December 2012.
      • September – October 2011
      • Article

      Manage the Culture Cycle

      By: James L. Heskett
      Organizational culture—the shared assumptions, values, and behaviors that determine "how we do things around here"—can be measured and shaped. In organizations with large numbers of customer-facing employees, it can account for up to half of the difference in operating...  View Details
      Keywords: Organizational Culture; Value; Behavior; Retention; Customer Focus and Relationships; Change Management; Learning; Innovation and Invention; Labor
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      Heskett, James L. "Manage the Culture Cycle." World Financial Review (September – October 2011): 2–7.
      • 2012
      • Book

      The Culture Cycle: How to Shape the Unseen Force That Transforms Performance

      By: James Heskett
      The contribution of culture to organizational performance is both substantial and quantifiable. This book presents the results of field research that demonstrates how an effective culture can account for up to half of the differential in performance between...  View Details
      Keywords: Customer Focus and Relationships; Learning; Framework; Policy; Retention; Books; Analytics and Data Science; Innovation and Invention; Management Practices and Processes; Organizational Culture; Performance Expectations; Research
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      Heskett, James. The Culture Cycle: How to Shape the Unseen Force That Transforms Performance. Upper Saddle River, NJ: FT Press, 2012.
      • April 2011
      • Case

      Porcini's Pronto: "Great Italian cuisine without the wait!"

      By: James L. Heskett and Richard Luecke
      Porcini's Inc. operates a chain of 23 full-service restaurants located near shopping malls and downtown areas in the northeastern United States. Known for providing excellent service, Porcini's serves high-quality Italian cuisine made from fresh ingredients. Looking...  View Details
      Keywords: Franchising; Syndication; Quantitative Analysis; Performance Measurement; Human Resource Management; Incentives; Motivation; Consumer Behavior; Measurement and Metrics; Quality; Customer Value and Value Chain; Selection and Staffing; Expansion; Business Growth and Maturation; Service Delivery; Franchise Ownership; Customer Focus and Relationships; Product Marketing; Food and Beverage Industry; Service Industry; Northeastern United States
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      Heskett, James L., and Richard Luecke. Porcini's Pronto: "Great Italian cuisine without the wait!". Harvard Business School Brief Case 114-277, April 2011.
      • April 2011
      • Teaching Note

      Porcini's Pronto: "Great Italian cuisine without the wait!" (Brief Case)

      By: James L. Heskett and Richard Luecke
      Teaching Note to 4277.  View Details
      Keywords: Franchising; Syndication; Quantitative Analysis; Performance Measurement; Human Resource Management; Incentives; Motivation; Management; Motivation and Incentives; Consumer Behavior; Mathematical Methods; Franchise Ownership; Human Resources; Performance Evaluation
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      Heskett, James L., and Richard Luecke. Porcini's Pronto: "Great Italian cuisine without the wait!" (Brief Case). Harvard Business School Teaching Note 114-278, April 2011.
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