TY  - BOOK
AU  - Heskett,James L.
AU  - Sasser,Earl W.
AU  - Wheeler,Joe
TI  - The ownership quotient: putting the service profit chain to work for unbeatable competitive advantage 
SN  - 9781422110232
AV  - HF5827.95 .H47 2008
U1  - 659.1 22
PY  - 2008///
CY  - Boston, Mass.
PB  - Harvard Business Press
KW  - Word-of-mouth advertising
KW  - Customer services
KW  - Employee ownership
N1  - 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
UR  - http://www.loc.gov/catdir/toc/ecip0819/2008022313.html
ER  -