The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage

by James L. Heskett, Joe Wheeler, W. Earl Sasser Jr., et al.

Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee owners of your business.

Employee-owners exhibit such enthusiasm for their organization that they infect countless customers with similar satisfaction, loyalty, and dedication. Customer-owners are in turn so satisfied with their...

• Format: Hardcover
• Language: English
• ISBN: 1422110230
• ISBN13: 9781422110232
• Release Date: November 2008
• Publisher: Harvard Business Review Press
• Length: 240 Pages
• Weight: 1.25 lbs.
• Dimensions: 0.9" x 6.3" x 9.3"