Heskett, James L. <br/><br/>
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. 
<br/><br/>Includes bibliographical references (p. 209-214) and index. 
<br/><br/>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. 
<br/><br/><label>ISBN: </label>1422110230 9781422110232 
<br/><br/><label>LCCN: </label>2008022313 
<br/><br/><label>Nat. Bib. No.: </label>GBA8B2326  bnb 
<br/><br/><label>Nat. Bib. Agency Control No.: </label>014760765  Uk 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Word-of-mouth advertising.<br/>Customer services.<br/>Employee ownership.
<br/><br/><label>LC Class. No.: </label>HF5827.95  / .H47 2008 
<br/><br/><label>Dewey Class. No.: </label>659.1 HES 2008