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

Heskett, James L

The ownership quotient : putting the service profit chain to work for unbeatable competitive advantage James L. Heskett, W. Earl Sasser, Joe Wheeler - Boston, MA Harvard Business School 2008 - [iii], 225 p. : ill. ; 25 cm

Includes bibliographical references (p. 209-214) and index

ISBN: 9781422110232

ISSN: 2008022313

Subjects--Topical Terms:
Customer services
Employee ownership
Word-of-mouth advertising

Dewey Class. No.: 659.1 HES

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

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