ABOUT THE AUTHORS
Heskett, Sasser, and Schlesinger were the founding members of the Service Management Interest Group at Harvard Business School, where they partnered on the research that resulted in the publication of The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value (1997) and The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees (2003) and the production of two video series, Achieving Breakthrough Service and People, Service, Success: The Service Profit Link.
James L. Heskett is UPS Foundation Professor of Business Logistics, Emeritus, at the Harvard Business ...
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