Heskett, James L <br/><br/>
The ownership quotient  putting the service profit chain to work for unbeatable competitive advantage 
James L. Heskett, W. Earl Sasser, Joe Wheeler 
 - Boston  Harvard Business Press  2008 
 - 225p  
<br/><br/> Includes index  
<br/><br/><label>Dewey Class. No.: </label>658.812 HES