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The ownership quotient : putting the service profit chain to work for unbeatable competitive advantage / James L. Heskett, W. Earl Sasser, Joe Wheeler.
Material type:
TextReference number: 2008022313Publication details: Boston, Mass. : Harvard Business Press, c2008. Description: 225 p. : ill. ; 25 cmISBN: 9781422110232; 1422110230Subject(s): Word-of-mouth advertising | Customer services | Employee ownershipDDC classification: 659.1 LOC classification: HF5827.95 | .H47 2008Online resources: Table of contents only
Contents:
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.
| Item type | Current library | Class number | Copy number | Status | Date due | Barcode | Item reservations | |
|---|---|---|---|---|---|---|---|---|
Book
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Main Library General Shelves | HF5827.95 .H47 (Browse shelf(Opens below)) | 1 | Available | 2000000497 |
Total reservations: 0
Includes bibliographical references (p. 209-214) and index.
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.
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