Faculty Books

James Heskett

The culture cycle : how to shape the unseen force that transforms performance Heskett, James L Upper Saddle River, N.J. : FT Press, c2012 Buy this book

with Christopher H. Lovelock, John Deighton, W. Earl Sasser, Narakesari Narayandas
Services Marketing: People, Technology, Strategy (4th ed.)
Upper Saddle River, NJ: Prentice Hall, c2001.
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"Service Profit Chain Research," with Gary W. Loveman In The intellectual venture capitalist: John H. McArthur and the work of the Harvard Business School, 1980-1995 / edited by Thomas K. McCraw and Jeffrey L. Cruikshank.
Boston: Harvard Business School Press, 1999.
Harvard Business School Press · Buy this book

The service profit chain: how leading companies link profit and growth to loyalty, satisfaction, and Value / James L. Heskett, W. Earl Sasser, Jr., Leonard A. Schlesinger.
New York: Free Press, c1997.
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Heskett, J. L., and Schlesinger, L. A. "Leading the Performance-oriented Culture." In The leader of the future: new visions, strategies, and practices for the next era / Frances
Hesselbein; Marshall Goldsmith; Richard Beckhard; editors.
Foreword by Peter F. Drucker.
San Francisco: Jossey-Bass, c1996.
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Corporate culture and performance / John P. Kotter, James L. Heskett.
New York: Free Press; Toronto: Maxwell Macmillan Canada; New York: Maxwell Macmillan
International, c1992.
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Service breakthroughs: changing the rules of the game / James L. Heskett, W. Earl Sasser, Jr.,
Christopher W.L. Hart.
New York: Free Press; Toronto: Collier Macmillan, c1990.
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The service management course: cases and readings / W. Earl Sasser, Jr., Christopher, W.L. Hart, James L. Heskett.
New York: Free Press; Toronto: Collier Macmillan, c1990.
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