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The Ownership quotient: putting the service profit chain to work for unbeatable competitive advantage

Author: Heskett, James L. ; Sasser, W. Earl ; Wheeler, JoePublisher: Harvard Business Press, 2008.Language: EnglishDescription: 225 p. : Ill. ; 24 cm.ISBN: 9781422110232Type of document: BookBibliography/Index: Includes bibliographical references and index
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Item type Current location Collection Call number Status Date due Barcode Item holds
Book Europe Campus
Main Collection
Print HF5415.5 .H47 2008
(Browse shelf)
001246315
Available 001246315
Total holds: 0

Includes bibliographical references and index

Digitized

The Ownership Quotient Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage Contents 1 Introduction 2 Build Ownership into Your Strategic Value Vision 3 Leverage Value over Cost 4 Put Customers to Work 5 Boost Your Employee OQ 6 Engineer Ownership Through Anticipatory Management 7 Build a Strong and Adaptive Ownership Culture 8 Sustain Your Success Appendix A Appendix B 1 19 37 59 79 109 141 167 191 193 Acknowledgments Notes Index About the Authors 205 209 215 223

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