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
SN  - 200802231
U1  - 659.1 HES 
PY  - 2008///
CY  - Boston, MA
PB  - Harvard Business School
KW  - Customer services
KW  - Employee ownership
KW  - Word-of-mouth advertising
N1  - Includes bibliographical references (p. 209-214) and index
ER  -