The ownership quotient :
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, 2008. - 225 p. : ill. ; 25 cm.
Includes bibliographical references (p. 209-214) and index.
9781422110232
Word-of-mouth advertising.
Customer services.
Employee ownership.
HF5827.95 / .H47 2008
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, 2008. - 225 p. : ill. ; 25 cm.
Includes bibliographical references (p. 209-214) and index.
9781422110232
Word-of-mouth advertising.
Customer services.
Employee ownership.
HF5827.95 / .H47 2008