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

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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. Employee-owners exhibit such enthusiasm for their organization that they infect countless customers with similar satisfaction, loyalty, and dedication. Customer-owners are in turn so satisfied with their experience that they relate their stories to others, persuade them to try your ...

The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage 2008, Harvard Business School Press, Boston, MA

ISBN-13: 9781422110232

Hardcover

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