The Service Profit Chain Institute brings together a distinguished team of experts in the fields of Service Management, Leadership Development, Organizational Change and Strategy Deployment. Our Partners, Consultants and Associates bring significant experience across a variety of industries to each client engagement. The list below includes our Partners, Staff and a partial listing of Associates
Founded by Joe Wheeler in collaboration with Jim Heskett and Earl Sasser of The Harvard Business School, The Service Profit Chain Institute is a consulting firm dedicated to helping companies create sustainable competitive advantage by improving the linkage between employees, customers and profits.
Joe Wheeler, Executive Director
Joe Wheeler is the Executive Director of The Service Profit Chain Institute, a Boston-based consulting firm dedicated to helping companies achieve better performance by improving the linkage between employees, customers and profits. The Service Profit Chain Institute was...
Earl Sasser is a full professor at Harvard Business School and has been a member of the faculty there since 1969. He received a B.A. in Mathematics from Duke University in 1965, an MBA from the University... North Carolina in 1967, and a Ph.D. in Economics from Duke University in 1969.
James L. Heskett is Baker Foundation Professor 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...
Dr. Broderick is a Senior Associate and Director of Research with The Service Profit Chain Institute, a consulting company that designs customer and employee experiences that build engagement, advocacy and...
Laura Gallant is responsible for all operational and financial management of the company. In this capacity she oversees all HR, Accounting and Operational processes. Before joining The Service Profit Chain Institute...
Melinda Gleason is a Senior Associate with The Service Profit Chain Institute with expertise in design, development, project management, competency model development, and communication training, coaching... and strategy development...
Dan O'Brien is a partner and founder of Quest Partners LLC. Since 1988, he and his partners have assisted executives in designing and delivering executive education initiatives and leading organizational change efforts... distribution, financial services, global banking, insurance, media, oil and gas exploration, retail, technology and business solutions, telecommunications, and internal service organizations...
Dr. Karen Fisher brings over 18 years of experience in developing and successfully implementing leadership, management, and sales learning related solutions with global organizations across diverse industries...
Jeanne Bliss is not an evangelist or observer of companies. She’s been inside them for twenty-five years arm wrestling them on behalf of customers! As “Chief Customer Zealot” for five US market leaders...
Luis M Huete is Professor of Operations Management at IESE, Barcelona and Madrid. He was Faculty co-Chairman of Achieving Breakthrough Service a joint seminar of Harvard Business School and IESE taught in...
Debbie Lynn Karl designs and develops curriculum for performance improvement providers. Currently developing leadership development training focused on ...
Ken Allen has guided businesses and government organizations in developing and implementing Quality Management and Process Improvement Systems for over 20 years...
