James Heskett is Baker Foundation Professor Emeritus at the Harvard Business School where he joined the faculty in 1965. While at Harvard, Heskett taught courses in marketing, business logistics, service management, general management, and entrepreneurial management and, at one time, served as chair of all academic programs. He completed his MBA and PhD degrees at Stanford University and also taught at The Ohio State University. Heskett has served 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 companies in the United States, Europe, Asia, and Latin America. Heskett is currently a director of Limited Brands, Inc. Among his writings are articles in the Harvard Business Review and Sloan Review of Management. Heskett has also coauthored several books, including Service Breakthroughs, The Service Profit Chain, The Ownership Quotient, and Corporate Culture and Performance.