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W. Earl Sasser

Baker Foundation Professor

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W. Earl Sasser Biography

Earl Sasser is a Baker Foundation 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 of North Carolina in 1967, and a Ph.D. in Economics from Duke University in 1969.

Sasser developed the School's first course on the management of service operations in 1972. Professor Sasser has taught a variety of courses in the MBA program including Production and Operations Management, Decision Making and Ethical Values, The Operating Manager, and Service Management. In 1982, Sasser's excellence in the classroom was recognized in an article in Fortune profiling eight professors from business schools throughout the country. Professor Sasser was Chairman of the MBA Program from 1988 to 1991. He was also faculty chair of the Advanced Management Program executive education program from 1992-1995. From 1995-2000 Professor Sasser served as Senior Associate Dean of Executive Education. He served as Chairman of the Board of Harvard Business School Interactive, a not-for-profit corporation, from 2000 to 2003. Sasser is presently the faculty chair of executive education's Program for Leadership Development [PLD] -- a program for which he served as the principal architect in 2004.

In 1990 he co-authored (with HBS Professor James L. Heskett and former HBS assistant professor Christopher W.L. Hart) Service Breakthroughs: Changing the Rules of the Game. Based upon five years of extensive research in fourteen service industries, it explains how one or two firms in each industry are constantly able to set new standards for quality and value that force competitors to adapt or fail. Sasser has co-authored several other books in the field of service management including Management of Service Operations and The Service Management Course, The Service Profit Chain and The Value Profit Chain (with Professor James L. Heskett and Leonard A. Schlesinger) The Free Press: 2003. Professor Sasser's new book, Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage (with Professor James L. Hesket and Joe Wheeler), is published by the Harvard Business School Press, 2008.

Sasser has written or co-written ten articles for Harvard Business Review, including "Putting the Service Profit Chain to Work," "The Profitable Art of Service Recovery," "Zero Defections: Quality Comes to Services," "Match Supply and Demand in Service Industries," and "Why Satisfied Customer Defect."

Professor Sasser serves as a consultant to a number of companies in North America, Asia and Europe.

FAQs
  • How do I book W. Earl Sasser to speak at my event?

    Our experienced booking agents have successfully helped clients around the world secure speakers like W. Earl Sasser for speaking engagements, personal appearances, product endorsements, or corporate entertainment since 2002. Click the Check Availability button above and complete the form on this page to check availability for W. Earl Sasser, or call our office at 1.800.698.2536 to discuss your upcoming event. One of our experienced agents will be happy to help you get speaking fee information and check availability for W. Earl Sasser or any other speaker of your choice.
  • What are the speaker fees for W. Earl Sasser

    Speaking fees for W. Earl Sasser, or any other speakers and celebrities, are determined based on a number of factors and may change without notice. The estimated fees to book W. Earl Sasser are available upon request for live events and available upon request for virtual events. For the most current speaking fee to hire W. Earl Sasser, click the Check Availability button above and complete the form on this page, or call our office at 1.800.698.2536 to speak directly with an experienced booking agent.
  • What topics does W. Earl Sasser speak about?

  • Where does W. Earl Sasser travel from?

    W. Earl Sasser generally travels from Please Contact, but can be booked for private corporate events, personal appearances, keynote speeches, or other performances across the country.
  • Who is W. Earl Sasser’s agent?

    AAE Speakers Bureau has successfully booked keynote speakers like W. Earl Sasser for clients worldwide since 2002. As a full-service speaker booking agency, we have access to virtually any speaker or celebrity in the world. Our agents are happy and able to submit an offer to the speaker or celebrity of your choice, letting you benefit from our reputation and long-standing relationships in the industry. Please click the Check Availability button above and complete the form on this page including the details of your event, or call our office at 1.800.698.2536, and one of our agents will assist you to book W. Earl Sasser for your next private or corporate function.
  • What is a full-service speaker booking agency?

    AAE Speakers Bureau is a full-service speaker booking agency, meaning we can completely manage the speaker’s or celebrity’s engagement with your organization from the time of booking your speaker through the event’s completion. We provide all of the services you need to host W. Earl Sasser or any other speaker of your choice, including offer negotiation, contractual assistance, accounting and billing, and event speaker travel and logistics services. When you book a speaker with us, we manage the process of hosting a speaker for you as an extension of your team. Our goal is to give our clients peace of mind and a best-in-class service experience when booking a speaker with us.
  • Why is AAE Speakers Bureau different from other booking agencies?

    If you’re looking for the best, unbiased speaker recommendations, paired with a top-notch customer service experience, you’re in the right place. At AAE Speakers Bureau, we exclusively represent the interests of our clients - professional organizations, companies, universities, and associations. We intentionally do not represent the speakers we feature or book. That is so we can present our clients with the broadest and best performing set of speaker options in the market today, and we can make these recommendations without any obligation to promote a specific speaker over another. This is why when our agents suggest a speaker for your event, you can be assured that they are of the highest quality with a history of proven success with our other clients.
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This website is a resource for event professionals and strives to provide the most comprehensive catalog of thought leaders and industry experts to consider for speaking engagements. A listing or profile on this website does not imply an agency affiliation or endorsement by the talent.

All American Entertainment (AAE) exclusively represents the interests of talent buyers, and does not claim to be the agency or management for any speaker or artist on this site. AAE is a talent booking agency for paid events only. We do not handle requests for donation of time or media requests for interviews, and cannot provide celebrity contact information.

If you are the talent and wish to request a profile update or removal from our online directory, please submit a profile request form.

Baker Foundation Professor

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W. Earl Sasser Biography

Earl Sasser is a Baker Foundation 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 of North Carolina in 1967, and a Ph.D. in Economics from Duke University in 1969.

Sasser developed the School's first course on the management of service operations in 1972. Professor Sasser has taught a variety of courses in the MBA program including Production and Operations Management, Decision Making and Ethical Values, The Operating Manager, and Service Management. In 1982, Sasser's excellence in the classroom was recognized in an article in Fortune profiling eight professors from business schools throughout the country. Professor Sasser was Chairman of the MBA Program from 1988 to 1991. He was also faculty chair of the Advanced Management Program executive education program from 1992-1995. From 1995-2000 Professor Sasser served as Senior Associate Dean of Executive Education. He served as Chairman of the Board of Harvard Business School Interactive, a not-for-profit corporation, from 2000 to 2003. Sasser is presently the faculty chair of executive education's Program for Leadership Development [PLD] -- a program for which he served as the principal architect in 2004.

In 1990 he co-authored (with HBS Professor James L. Heskett and former HBS assistant professor Christopher W.L. Hart) Service Breakthroughs: Changing the Rules of the Game. Based upon five years of extensive research in fourteen service industries, it explains how one or two firms in each industry are constantly able to set new standards for quality and value that force competitors to adapt or fail. Sasser has co-authored several other books in the field of service management including Management of Service Operations and The Service Management Course, The Service Profit Chain and The Value Profit Chain (with Professor James L. Heskett and Leonard A. Schlesinger) The Free Press: 2003. Professor Sasser's new book, Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage (with Professor James L. Hesket and Joe Wheeler), is published by the Harvard Business School Press, 2008.

Sasser has written or co-written ten articles for Harvard Business Review, including "Putting the Service Profit Chain to Work," "The Profitable Art of Service Recovery," "Zero Defections: Quality Comes to Services," "Match Supply and Demand in Service Industries," and "Why Satisfied Customer Defect."

Professor Sasser serves as a consultant to a number of companies in North America, Asia and Europe.

FAQs on booking W. Earl Sasser

  • How do I book W. Earl Sasser to speak at my event?

    Our experienced booking agents have successfully helped clients around the world secure speakers like W. Earl Sasser for speaking engagements, personal appearances, product endorsements, or corporate entertainment since 2002. Click the Check Availability button above and complete the form on this page to check availability for W. Earl Sasser, or call our office at 1.800.698.2536 to discuss your upcoming event. One of our experienced agents will be happy to help you get speaking fee information and check availability for W. Earl Sasser or any other speaker of your choice.
  • What are the speaker fees for W. Earl Sasser

    Speaking fees for W. Earl Sasser, or any other speakers and celebrities, are determined based on a number of factors and may change without notice. The estimated fees to book W. Earl Sasser are available upon request for live events and available upon request for virtual events. For the most current speaking fee to hire W. Earl Sasser, click the Check Availability button above and complete the form on this page, or call our office at 1.800.698.2536 to speak directly with an experienced booking agent.
  • What topics does W. Earl Sasser speak about?

  • Where does W. Earl Sasser travel from?

    W. Earl Sasser generally travels from Please Contact, but can be booked for private corporate events, personal appearances, keynote speeches, or other performances across the country.
  • Who is W. Earl Sasser’s agent?

    AAE Speakers Bureau has successfully booked keynote speakers like W. Earl Sasser for clients worldwide since 2002. As a full-service speaker booking agency, we have access to virtually any speaker or celebrity in the world. Our agents are happy and able to submit an offer to the speaker or celebrity of your choice, letting you benefit from our reputation and long-standing relationships in the industry. Please click the Check Availability button above and complete the form on this page including the details of your event, or call our office at 1.800.698.2536, and one of our agents will assist you to book W. Earl Sasser for your next private or corporate function.
  • What is a full-service speaker booking agency?

    AAE Speakers Bureau is a full-service speaker booking agency, meaning we can completely manage the speaker’s or celebrity’s engagement with your organization from the time of booking your speaker through the event’s completion. We provide all of the services you need to host W. Earl Sasser or any other speaker of your choice, including offer negotiation, contractual assistance, accounting and billing, and event speaker travel and logistics services. When you book a speaker with us, we manage the process of hosting a speaker for you as an extension of your team. Our goal is to give our clients peace of mind and a best-in-class service experience when booking a speaker with us.
  • Why is AAE Speakers Bureau different from other booking agencies?

    If you’re looking for the best, unbiased speaker recommendations, paired with a top-notch customer service experience, you’re in the right place. At AAE Speakers Bureau, we exclusively represent the interests of our clients - professional organizations, companies, universities, and associations. We intentionally do not represent the speakers we feature or book. That is so we can present our clients with the broadest and best performing set of speaker options in the market today, and we can make these recommendations without any obligation to promote a specific speaker over another. This is why when our agents suggest a speaker for your event, you can be assured that they are of the highest quality with a history of proven success with our other clients.

W. Earl Sasser is a keynote speaker and industry expert who speaks on a wide range of topics . The estimated speaking fee range to book W. Earl Sasser for your event is available upon request. W. Earl Sasser generally travels from and can be booked for (private) corporate events, personal appearances, keynote speeches, or other performances. Similar motivational celebrity speakers are Das Narayandas, Rajiv Lal, John A. Deighton, Youngme Moon and Nitin Nohria. Contact All American Speakers for ratings, reviews, videos and information on scheduling W. Earl Sasser for an upcoming live or virtual event.

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During normal business hours, we respond to most inquiries within 4 hours.

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Speakers Similar to W. Earl Sasser

This website is a resource for event professionals and strives to provide the most comprehensive catalog of thought leaders and industry experts to consider for speaking engagements. A listing or profile on this website does not imply an agency affiliation or endorsement by the talent.

All American Entertainment (AAE) exclusively represents the interests of talent buyers, and does not claim to be the agency or management for any speaker or artist on this site. AAE is a talent booking agency for paid events only. We do not handle requests for donation of time or media requests for interviews, and cannot provide celebrity contact information.

If you are the talent and wish to request a profile update or removal from our online directory, please submit a profile request form.

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