The ownership quotient : putting the service profit chain to work for unbeatable competitive advantage / James L. Heskett, W. Earl Sasser, Joe Wheeler.
By: Heskett, James L.
Contributor(s): Sasser, Earl W | Wheeler, Joe.
Publisher: Boston, Mass. : Harvard Business Press, c2008Description: 225 p. : ill. ; 25 cm.ISBN: 9781422110232; 1422110230.Subject(s): Word-of-mouth advertising | Customer services | Employee ownershipDDC classification: 659.1 Online 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 location | Call number | Copy number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|---|
| Book | SKOLKOVO Library Shelves | HF5827.95 .H47 (Browse shelf) | 1 | Available | 2000000497 |
Total holds: 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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