000			03665nam a22003857a 4500
001			15312117
003			OSt
005			20220721124401.0
008			220721b xxu||||| |||| 00| 0 eng d
010			_a 2008022313
015			_aGBA8B2326 _2bnb
016	7		_a014760765 _2Uk
020			_a9781422110232 (hbk.)
020			_a1422110230
035			_a(OCoLC)172980088
035			_a(OCoLC)ocn172980088
040			_aDLC _cDLC _dBTCTA _dBAKER _dYDXCP _dUKM _dC#P _dBWX _dIXA _dDLC
082	0	0	_a659.1 _222
100	1		_aHeskett, James L.
245	1	4	_aThe ownership quotient : _bputting the service profit chain to work for unbeatable competitive advantage / _cJames L. Heskett, W. Earl Sasser, Joe Wheeler.
260			_aBoston, Mass. : _bHarvard Business Press, _cc2008.
300			_a225 p. : _bill. ; _c25 cm.
504			_aIncludes bibliographical references (p. 209-214) and index.
505	0		_aIntroduction -- 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			_aHundreds 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? _btaken from the publisher's Site.
650		0	_aWord-of-mouth advertising.
650		0	_aCustomer services.
650		0	_aEmployee ownership.
700	1		_aSasser, Earl W.
700	1		_aWheeler, Joe.
856	4	1	_3Table of contents only _uhttp://www.loc.gov/catdir/toc/ecip0819/2008022313.html
856			_3Publisher description and Content Page _uhttps://store.hbr.org/product/the-ownership-quotient-putting-the-service-profit-chain-to-work-for-unbeatable-competitive-advantage/1023
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2ddc _cM
999			_c13062 _d13062