The ownership quotient putting the service profit chain to work for unbeatable competitive advantage Heskett, James L. creator Sasser, Earl W. Wheeler, Joe text bibliography mau Boston, Mass Harvard Business Press c2008 2008 monographic eng
print
225 p. : ill. ; 25 cm. 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 specialized James L. Heskett, W. Earl Sasser, Joe Wheeler Includes bibliographical references (p. 209-214) and index Word-of-mouth advertising Customer services Employee ownership 9781422110232 1422110230 http://www.loc.gov/catdir/toc/ecip0819/2008022313.html http://www.loc.gov/catdir/toc/ecip0819/2008022313.html UMP 090522 20251117145611.0 vtls000036612