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1422110230 Name or gift inscription inside book. Buy with confidence! Free USPS tracking.

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Great condition for a used book! Minimal wear. Shipped to over one million happy customers. Your purchase benefits world literacy!

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(272 pages) organizations worldwide have used a groundbreaking tool the service-profit chain to improve business performance. in the ownersh1p quotient, the authors reveal the next level of thinking about the service-profit chain based on recent research into exemplar companies. heskett, sasser, and wheeler extend the service-profit chain to include customer and employee owners. customer-owners are so satisfied with their experience that they relate their stories to others, persuade them to try a product, and provide constructive criticism and new product ideas. employee-owners exhibit such enthusiasm for their organization that they infect customers with similar satisfaction, loyalty, and dedication. the lifetime value of a customer-owner is equivalent to that of a hundred merely typical customers. that makes the value of employees who promote customer-ownersh1p pr1celess. powerful and practical, the ownersh1p quotient is your playbook for pushing performance to unprecedented levels. james l. heskett and earl sasser are both baker foundation professors at harvard business school. they were co-authors with leonard schlesinger of the service profit chain and the value profit chain. joe wheeler is the executive director of the service profit chain institute, a consulting firm that helps organizations achieve dramatic business results by implementing service-profit chain concepts. (Hardback)

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Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business.

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Hardcover. From an inventory that is 100% brand-new, 100% direct from the publishers' distribution channel. We carry NO pre-owned, NO remaindered. We pack in CARDBOARD to ensure the pristine quality is maintained. (Bubble-wrap alone is NOT sufficient to protect from USPS equipment. ) Guaranteed brand-NEW, protected with CARDBOARD, your satisfaction is guaranteed. BKLUVID: 9781422110232.

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Glued binding. Paper over boards. With dust jacket. 225 p. Contains: Illustrations.

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