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

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The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage by Heskett, James L., 9781422110232
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  • ISBN: 9781422110232 | 1422110230
  • Cover: Hardcover
  • Copyright: 12/8/2008
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"As a new generation of managers has been changing the way that products and services are designed and delivered, authors Heskett, Sasser, and Wheeler have followed the evolution of this new ownership model. Case studies from compan ies as diverse as Harrah's Entertainment, ING Direct, Builda-Bear Workshop, and Wegmans Food Markets bring home the central principle of engagement - and showcase ways to raise the ownership quotient among both your employees and your customers. With the authors' decades of consulting and research pavinq the way, you'll learn to identify your customer-owners; consistently exceed their expectations in ways they truly appreciate; and foster, measure, and grow the ownership quotient throughout your company."--BOOK JACKET.

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