The ownership quotient : (Record no. 13062)

000 -LEADER
fixed length control field 03665nam a22003857a 4500
001 - CONTROL NUMBER
control field 15312117
003 - CONTROL NUMBER IDENTIFIER
control field OSt
005 - DATE AND TIME OF LATEST TRANSACTION
control field 20220721124401.0
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
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010 ## - LIBRARY OF CONGRESS CONTROL NUMBER
LC control number 2008022313
015 ## - NATIONAL BIBLIOGRAPHY NUMBER
National bibliography number GBA8B2326
Source bnb
016 7# - NATIONAL BIBLIOGRAPHIC AGENCY CONTROL NUMBER
Record control number 014760765
Source Uk
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 9781422110232 (hbk.)
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 1422110230
035 ## - SYSTEM CONTROL NUMBER
System control number (OCoLC)172980088
035 ## - SYSTEM CONTROL NUMBER
System control number (OCoLC)ocn172980088
040 ## - CATALOGING SOURCE
Original cataloging agency DLC
Transcribing agency DLC
Modifying agency BTCTA
-- BAKER
-- YDXCP
-- UKM
-- C#P
-- BWX
-- IXA
-- DLC
082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number 659.1
Edition number 22
100 1# - MAIN ENTRY--PERSONAL NAME
Personal name Heskett, James L.
245 14 - TITLE STATEMENT
Title The ownership quotient :
Remainder of title putting the service profit chain to work for unbeatable competitive advantage /
Statement of responsibility, etc. James L. Heskett, W. Earl Sasser, Joe Wheeler.
260 ## - PUBLICATION, DISTRIBUTION, ETC.
Place of publication, distribution, etc. Boston, Mass. :
Name of publisher, distributor, etc. Harvard Business Press,
Date of publication, distribution, etc. c2008.
300 ## - PHYSICAL DESCRIPTION
Extent 225 p. :
Other physical details ill. ;
Dimensions 25 cm.
504 ## - BIBLIOGRAPHY, ETC. NOTE
Bibliography, etc. note Includes bibliographical references (p. 209-214) and index.
505 0# - FORMATTED CONTENTS NOTE
Formatted contents note 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.
520 ## - SUMMARY, ETC.
Summary, etc. 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 product, and provide constructive criticism and new product ideas. As a new generation of managers has been changing the way that products and services are designed and delivered, authors Heskett, Sasser, and Wheeler have followed the evolution of this new ownership model. Case studies from companies as diverse as Harrah's Entertainment, ING Direct, Build-a-Bear Workshop, and Wegmans Food Markets bring home the central principle of engagement - and showcase ways to raise the ownership quotient among both your employees and your customers. With the authors' decades of consulting and research paving the way, you'll learn to identify your customer-owners; consistently exceed their expectations in ways they truly appreciate; and foster, measure, and grow the Ownership Quotient throughout your company. 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. This powerful and practical book shows you how to add that value to your company and delight your employees, customers, and investors. Is your organization ready to make the transition to an ownership state of mind?
Expansion of summary note taken from the publisher's Site.
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Word-of-mouth advertising.
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Customer services.
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Employee ownership.
700 1# - ADDED ENTRY--PERSONAL NAME
Personal name Sasser, Earl W.
700 1# - ADDED ENTRY--PERSONAL NAME
Personal name Wheeler, Joe.
856 41 - ELECTRONIC LOCATION AND ACCESS
Materials specified Table of contents only
Uniform Resource Identifier http://www.loc.gov/catdir/toc/ecip0819/2008022313.html
856 ## - ELECTRONIC LOCATION AND ACCESS
Materials specified Publisher description and Content Page
Uniform Resource Identifier https://store.hbr.org/product/the-ownership-quotient-putting-the-service-profit-chain-to-work-for-unbeatable-competitive-advantage/1023
906 ## - LOCAL DATA ELEMENT F, LDF (RLIN)
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942 ## - ADDED ENTRY ELEMENTS (KOHA)
Source of classification or shelving scheme
Koha item type Monograph
Holdings
Withdrawn status Lost status Source of classification or shelving scheme Materials specified (bound volume or other part) Damaged status Not for loan Permanent Location Current Location Shelving location Date acquired Source of acquisition Cost, normal purchase price Inventory number Full call number Barcode Date last seen Copy number Cost, replacement price Price effective from Koha item type
      hbk.     Indian Institute of Management Udaipur Indian Institute of Management Udaipur C7/1 2012-04-21 Niranjan Associate 995.00 000480 - 20/07/2011 659.1 HJL 000354 2022-07-21 1 0.00 2022-07-21 Monograph

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