Books written by James L. Heskett
-
The Culture Cycle: How to Shape the Unseen Force that Transforms Performance
Ltd. Pearson Education Asia, Ltd. Pearson Education Canada, Ltd. Pearson Educación de Mexico, S.A. de C.V. Pearson Education—Japan Pearson Education Malaysia, Pte. Ltd. Library of Congress Cataloging-in-Publication Data: Heskett, ...
-
Service Profit Chain
This was part of the original competitive strategy of Staples, the office products discounter. Prior to opening business, Staples management had created the informationprocessing capability to support a member card system that enabled ...
-
The Value Profit Chain: Treat Employees Like Customers and Customers Like
strategy of leasing locations at a prodigious pace, then building and opening large “big box” stores of up to 30,000 square feet, particularly in the Southeast and West Coast of the U.S., soon propelled it past Staples in size.
-
The Service Profit Chain
This led to policies such as always trusting the customer's judgment about whether the delivery - time guarantee was met and recognizing crews who could prepare and deliver the most pizzas without customer complaint.8 Carl Sewell made ...
-
企业文化与经营业绩
中文版由华夏出版社和美国西蒙与舒斯特国际出版公司共同出版
-
Corporate Culture and Performance
At the heart of this groundbreaking book, Kotter and Heskett describe how executives in ten corporations established new visions, aligned and motivated their managers to provide leadership to serve their customers, employees, and ...
-
What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms
John Mackey, in a presentation at a conference on conscious capitalism at Bentley College, May 22, 2012. 9. ... James H. Donnelly and William R. George (Chicago: American Marketing Association, 1981), pp. 186– 190. 11.
-
The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business.
-
What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms
Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service.
-
Service Breakthroughs
Its primary reward system was based on the award of bronze pins for teams implementing 10 ideas or projects with $10,000 in annual savings, silver pins and $20 gift certificates to members of teams implementing 25 ideas or $25,000 in ...
-
The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage
An organization that learns how to cultivate an ownership attitude creates a self-reinforcing relationship between customers and front-line employees.
-
Corporate Culture and Performance
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...