ownership quotient
Subtitle: putting the service profit chain to work for unbeatable competitive advantage
By: James L. Heskett, Earl W. Sasser, Joe Wheeler.
Contributors: Sasser, Earl W.; Wheeler, Joe.
Publisher: Harvard Business Press
Published: 2008
Place of publication: Boston, Mass
Language: eng
ISBN-13: 9781422110232
Subjects: Word-of-mouth advertising; Customer services; Employee ownership
Table of contents: title: The ownership opportunity; title: Build ownership into your strategic value vision; title: Lever value over cost; title: Put customers to work; title: Boost your employee oq; title: Engineer ownership through anticipative management; title: Build a strong and adaptive ownership culture; title: Sustain your success.