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James Heskett

Cambridge, Massachusetts, USA

BK Expert
Community Member Author

James L. Heskett is UPS Foundation Professor of Business Logistics, Emeritus at the Graduate School of Business Administration, Harvard University. He completed his Ph.D. at the Graduate School of Business, Stanford University, and has been a member of the faculty of The Ohio State University as well as President of Logistics Systems, Inc. Since 2000, he has authored a blog on the school's Working Knowledge web site.

He has served as a consultant to companies in North America, Latin America, and Europe.

Professor Heskett was the 1974 recipient of the John Drury Sheahan Award of the Council of Logistics Management, the 1992 Marketing Educator of the Year Award of Sales and Marketing Executives International, and the 2010 Distinguished Career Contribution Award in Services Management of American Marketing Association.

Among his publications are books, including authorship of The Culture Cycle (FT Press, 2011), co-authorship of The Ownership Quotient (Harvard Business Press, 2008), The Value Profit Chain (The Free Press, 2003); The Service Profit Chain (The Free Press, 1997); Corporate Culture and Performance (The Free Press, 1992); Service Breakthroughs: Changing the Rules of the Game (The Free Press, 1990); and The Service Management Course (The Free Press, 1991); authorship of Managing in the Service Economy (Harvard Business School Press, 1986); co-authorship of Logistics Strategy: Cases and Concepts (West Publishing Co., 1985); authorship of Marketing (New York: Macmillan Publishing Co., 1976); co-authorship of Business Logistics, Revised Edition (The Ronald Press Company, 1974); and numerous articles in such publications as the Harvard Business Review, Journal of Marketing, Sloan Management Review, California Management Review, and others.

A member of the faculty of the Harvard Business School since 1965, he has at different times taught courses in marketing, business logistics, the management of service operations, business policy, and service management, general management, and the entrepreneurial manager as well as served as Senior Associate Dean in charge of academic programs.

What Great Service Leaders Know & Do

How can companies design a strategy to compete with the fast-growing, complex service sector?

What Great Service Leaders Know & Do (Audio)

The service sector has grown to become 80% of the US economy, yet it's poised for a revolution in personalization, big da...

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