Value Profit Chain Treat Employees Like Customers and Customers Like Employees

James L. Heskett is Baker Foundation Professor at the Harvard Business School W. Earl Sasser, Jr., is United Parcel Service Foundation Professor of Service Management at the Harvard Business School Leonard A. Schlesinger formerly taught at the Harvard Business School and was COO of Au Bon Pain. He is presently chief operating officer of Limited BrandsHeskett, James L. is the author of 'Value Profit Chain Treat Employees Like Customers and Customers Like Employees', published 2003 under ISBN 9780743225694 and ISBN 0743225694.