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
1422110230 (hbk.) 9781422110232 (hbk.) RM95.03
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
1422110230 (hbk.) 9781422110232 (hbk.) RM95.03
Word-of-mouth advertising
Customer services
Employee ownership