The ownership quotient : putting the service profit chain to work for unbeatable competitive advantage - HESKETT; Sasser; Wheeler (Boston, Mass: : Harvard Business Press, 2008)
This book will change the course of how companies think and act, and what they measure, by showing that ownership depends on satisfaction, loyalty, customer value, and employee engagement. Driven by example after example, The Ownership Quotient takes the service profit chain to its logical next step, putting forth an overarching theory and simple metrics that capture the essence of employee and customer experience.
Keywords: Customer services; Employee ownership; Word-of-mouth advertising