The ownership quotient : putting the service profit chain to work for unbeatable competitive advantage /
Heskett, James L.
The ownership quotient : putting the service profit chain to work for unbeatable competitive advantage / James L. Heskett, W. Earl Sasser, Joe Wheeler - Boston, Mass. : Harvard Business Press, c2008 - 225 p. : ill. ; 25 cm.
Includes bibliographical references (p. 209-214) and index
Introduction -- Build ownership into your strategic value vision -- Leverage value over cost -- Put customers to work -- Boost your employee OQ -- Engineer ownership through anticipatory management -- Build a strong and adaptive ownership culture -- Sustain your success
9781422110232 1422110230
Word-of-mouth advertising
Customer services
Employee ownership
The ownership quotient : putting the service profit chain to work for unbeatable competitive advantage / James L. Heskett, W. Earl Sasser, Joe Wheeler - Boston, Mass. : Harvard Business Press, c2008 - 225 p. : ill. ; 25 cm.
Includes bibliographical references (p. 209-214) and index
Introduction -- Build ownership into your strategic value vision -- Leverage value over cost -- Put customers to work -- Boost your employee OQ -- Engineer ownership through anticipatory management -- Build a strong and adaptive ownership culture -- Sustain your success
9781422110232 1422110230
Word-of-mouth advertising
Customer services
Employee ownership