Filter Results
:
(161)
Show Results For
-
All HBS Web
(105,556)
- Faculty Publications (161)
Show Results For
-
All HBS Web
(105,556)
- Faculty Publications (161)
Page 1 of
161
Results
→
- 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
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
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
- February 2018
- Supplement
Montes Calcados: A Step Ahead, Spreadsheet for Instructors (Brief Case)
By: James L. Heskett and James T. Kindley
- February 2018
- Supplement
Montes Calcados: A Step Ahead, Spreadsheet for Students (Brief Case)
By: James L. Heskett and James T. Kindley
- August 2015
- Teaching Note
KidZania: Shaping a Strategic Service Vision for the Future
By: James L. Heskett and Javier Reynoso
- August 2015
- Case
KidZania: Shaping a Strategic Service Vision for the Future
By: James L. Heskett, Javier Reynoso and Karla Cabrera
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
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
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
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 (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
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
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
Heskett, James L. "Notes from the Search for Deep Indicators in Services." Journal of Service Management 25, no. 3 (2014): 298–309.
- January 2013 (Revised February 2013)
- Supplement
Shouldice Hospital Limited (B)
By: James Heskett and Roger Hallowell
Heskett, James, and Roger Hallowell. "Shouldice Hospital Limited (B)." Harvard Business School Supplement 913-405, January 2013. (Revised February 2013.)
- 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
- 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
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
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