| 000 | 00773nam a2200217Ia 4500 | ||
|---|---|---|---|
| 001 | a12865 | ||
| 003 | SIRSI | ||
| 008 | 190917s2008 maua e b 001 0 eng d | ||
| 020 | _a9781422110232 | ||
| 050 | 0 | 0 |
_aHF5827.95 _b.H47 2008 |
| 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, _c2008. |
||
| 300 |
_a225 p. : _bill. ; _c25 cm. |
||
| 504 | _aIncludes bibliographical references (p. 209-214) and index. | ||
| 650 | 0 | _aWord-of-mouth advertising. | |
| 650 | 0 | _aCustomer services. | |
| 650 | 0 | _aEmployee ownership. | |
| 700 | 1 | _aSasser, Earl W. | |
| 700 | 1 | _aWheeler, Joe. | |
| 999 |
_c29742 _d29742 |
||