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

Author: James L Heskett; Earl W Sasser; Joe Wheeler
Publisher: Boston, Mass. : Harvard Business Press, ©2008.
Edition/Format:   Book : EnglishView all editions and formats
Database:WorldCat
Summary:
An organization that learns how to cultivate an ownership attitude creates a self-reinforcing relationship between customers and front-line employees. The lifetime value of a customer-owner can be equivalent to that of more than a hundred typical customers. And that makes the lifetime value of an employee who can promote customer ownership priceless.
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Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: James L Heskett; Earl W Sasser; Joe Wheeler
ISBN: 1422110230 9781422110232
OCLC Number: 172980088
Description: 225 pages : illustrations ; 25 cm
Contents: Introduction --
Build ownership into your strategic value vision --
Leverage value over cost --
Put customers to work --
Boost your employee OQ --
Engineer ownership through anticipatory management --
Build a strong and adaptive ownership culture --
Sustain your success.
Responsibility: James L. Heskett, W. Earl Sasser, Joe Wheeler.
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Abstract:

An organization that learns how to cultivate an ownership attitude creates a self-reinforcing relationship between customers and front-line employees. The lifetime value of a customer-owner can be equivalent to that of more than a hundred typical customers. And that makes the lifetime value of an employee who can promote customer ownership priceless.

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