Heskett, James L. <br/><br/>
The ownership quotient :  putting the service profit chain to work for unbeatable competitive advantage / 
James L. Heskett, W. Earl Sasser, Joe Wheeler 
 - Boston, Mass. :  Harvard Business Press,  c2008 
 - 225 p. :  ill. ;  25 cm. 
<br/><br/>Includes bibliographical references (p. 209-214) and index 
<br/><br/><label>ISBN: </label>1422110230 (hbk.) 9781422110232 (hbk.)  RM95.03 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Word-of-mouth advertising<br/>Customer services<br/>Employee ownership