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The Ownership Quotient

3.92  ·  Rating details ·  38 ratings  ·  2 reviews

Organizations worldwide have used a groundbreaking tool—the service-profit chain—to 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

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Published December 9th 2008 by Harvard Business Press (first published November 11th 2008)
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Jim Tincher
Dec 14, 2011 rated it it was amazing
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
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E
Jan 15, 2009 rated it really liked it  ·  review of another edition
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
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