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The Ownership Quotient
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Organizations worldwide have used a groundbreaking toolthe service-profit chainto improve business performance. In The Ownership 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." Cus
...moreebook, 0 pages
Published
December 9th 2008
by Harvard Business Press
(first published November 11th 2008)
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I really enjoyed reading about The Ownership Quotient. Leading businesses have realized the limitations of satisfaction. Measuring satisfaction does not link to improved business results except at the very low end. The question is: what do we replace it with?
The leading candidate is the Net Promoter Score, which has created great buzz. Other contenders include Emotional Engagement, and Ownership. All do better than satisfaction - which is best depends significantly on your business, and what you ...more
The leading candidate is the Net Promoter Score, which has created great buzz. Other contenders include Emotional Engagement, and Ownership. All do better than satisfaction - which is best depends significantly on your business, and what you ...more
Leading book on the service-profit chain
James L. Heskett, W. Earl Sasser and Joe Wheeler write with authority as pioneers in the concept of building the “service profit chain,” a “working environment in which carefully selected, highly capable, engaged employees interact with customers to create customer value far superior to that offered by the competition.” Companies worldwide have adopted their philosophy since its introduction almost 20 years ago. In this book, they expand on the concept, a ...more
James L. Heskett, W. Earl Sasser and Joe Wheeler write with authority as pioneers in the concept of building the “service profit chain,” a “working environment in which carefully selected, highly capable, engaged employees interact with customers to create customer value far superior to that offered by the competition.” Companies worldwide have adopted their philosophy since its introduction almost 20 years ago. In this book, they expand on the concept, a ...more
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