000			01889cam a2200409 a 4500
001			15312117
003			OSt
005			20241105175015.0
008			080602s2008 maua b 001 0 eng
010			_a 2008022313
015			_aGBA8B2326 _2bnb
016	7		_a014760765 _2Uk
020			_a1422110230
020			_a9781422110232
035			_a(OCoLC)172980088
035			_a(OCoLC)ocn172980088
040			_aDLC _cDLC _dBTCTA _dBAKER _dYDXCP _dUKM _dC#P _dBWX _dIXA _dDLC
050	0	0	_aHF5827.95 _b.H47 2008
082	0	0	_a659.1 HES 2008 _222
100	1		_aHeskett, James L.
245	1	4	_aThe ownership quotient : _bputting the service profit chain to work for unbeatable competitive advantage / _cJames L. Heskett, W. Earl Sasser, Joe Wheeler.
260			_aBoston, Mass. : _bHarvard Business Press, _cc2008.
300			_a225 p. : _bill. ; _c25 cm.
504			_aIncludes bibliographical references (p. 209-214) and index.
505	0		_aIntroduction -- 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.
650		0	_aWord-of-mouth advertising.
650		0	_aCustomer services.
650		0	_aEmployee ownership.
700	1		_aSasser, Earl W.
700	1		_aWheeler, Joe.
856	4	1	_3Table of contents only _uhttp://www.loc.gov/catdir/toc/ecip0819/2008022313.html
856	4	2	_3Contributor biographical information _uhttp://www.loc.gov/catdir/enhancements/fy1108/2008022313-b.html
856	4	2	_3Publisher description _uhttp://www.loc.gov/catdir/enhancements/fy1311/2008022313-d.html
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2ddc _cBK _n0
999			_c457 _d457