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Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage Hardcover – November 11, 2008
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Top Customer Reviews
For those unfamiliar with the authors past work, they do a nice job of summarizing the "service profit chain" (think: "people, service, profits" or: 1) attract and keep great people in order to 2) deliver great service value which delivers 3) superior results through customer retention, penetration, good pricing and word-of-mouth).
This time around the authors, who have continued to deepen and broaden their research and development, use 12 new, case-study companies for most frequent, how-to references and supporting their new, general guideline advice. Because the dandy dozen represent a robust, cross-section of service companies -retail, consumer and industrial/commercial services, lodging, technology - most readers will be quite inspired by at least 2 or more of the cases that may have especially analogous connections to your specific business experience and needs.Read more ›
Most Recent Customer Reviews
I was required to purchase this book for a business college course. I didn't think that I would end up enjoying it as much as I did. Read morePublished on July 14, 2013 by MA36