About the Author – James Heskett

James Heskett is a Baker Foundation Professor Emeritus at the Harvard Business School. He joined the faculty in 1965 after completing his MBA and Ph.D. degrees at Stanford University and teaching at The Ohio State University. He has serverd as president of Logistics Systems, Inc. and on the boards of more than a dozen corporations and not-for-profit organizations. In addition, he has consulted for the management of companies in the U.S., Europe, Asia, and Latin America. He is currently a director of Limited Brands, Inc. While at Harvard Business School, he taught courses in marketing, business logistics, service management, general management, and enterpreneurial management. At one time he served as Senior Associate Dean responsible for all academic programs. He has written articles for the Harvard Business Review, Sloan Management Review, and other publications. He also cowrote Service Breakthroughs, The Service Profit Chain, The Ownership Quotient, and Corporate Culture and Performance, among other books.

Free Tools and Assessments

This web-based self-assessment is based on a sub-set of the Best Practices of leading Service Profit Chain companies. Assessment results will be produced immediately upon completion. MORE


A powerful, research-based system that dramatically improves customer satisfaction and loyalty. Learn strategy, management practices and customer service tactics to out-perform your competitors. MORE


Hundreds of large organizations around the world have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners"
of your business. MORE


Discover how organizational culture evolves, how it can be shaped and sustained, how it fosters innovation, promotes survival in tough times and influences the success of global strategies. MORE