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  - 1422110230 (hbk.)
PY  - 2008///
CY  - Boston, Mass.
PB  - Harvard Business Press
KW  - Word-of-mouth advertising
KW  - Customer services
KW  - Employee ownership
N1  - Includes bibliographical references (p. 209-214) and index
ER  -