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Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage Hardcover – November 11, 2008

4.9 out of 5 stars 9 customer reviews

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Editorial Reviews

About the Author

James L. Heskett and Earl Sasser are both Baker Foundation Professors at Harvard Business School. They were coauthors with Leonard Schlesinger of The Service Profit Chain and The Value Profit Chain. Joe Wheeler is the Executive Director of the Service Profit Chain Institute, a consulting firm that helps organizations achieve dramatic business results by implementing service-profit chain concepts.
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Product Details

  • Hardcover: 240 pages
  • Publisher: Harvard Business Review Press (November 11, 2008)
  • Language: English
  • ISBN-10: 1422110230
  • ISBN-13: 978-1422110232
  • Product Dimensions: 6.3 x 0.9 x 9.3 inches
  • Shipping Weight: 1.2 pounds (View shipping rates and policies)
  • Average Customer Review: 4.9 out of 5 stars  See all reviews (9 customer reviews)
  • Amazon Best Sellers Rank: #584,168 in Books (See Top 100 in Books)

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By D. B. Merrifield on December 6, 2008
Format: Hardcover
Good news! The best researchers and writers in the service-value innovation space, over the past 30 years- Heskett and Sasser- have collaborated with Wheeler to take their inventions like "the service profit chain" and "the service value equation" to the next level. As a successful practitioner of the authors' past works, I urge both existing fans and anyone interested in reinventing their service value proposition to buy this book. It is well researched, written and breaks new ground.

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.
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Format: Hardcover
True confessions: I bought this book because my company, Communispace, was mentioned in it as an example. I expected to read the little blurb about us and put it on the shelf. Instead, I got absorbed. The book is a great reminder of the powerful relationship between employee satisfaction and customer satisfaction, but it goes much further than that. It describes a relationship state (ownership) that transcends "loyalty" -- and then it lays out strategies and actions and examples to create that kind of ownership. We've seen Ownership in our organizations when we are at our best. It's inspiring -- and in this age of social media where your employees and customers are more important to your reputation than ever, it's required reading. Or at least, required skimming. :)
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Format: Hardcover Verified Purchase
The Service Profit Chain was revolutionary in its eloquent argument that proper management of employees is essential to creating sustained value for customers and owners. That book alluded to an aspirational state where employees and customers would act like owners - employees going the extra mile for customers and customers who not only remained loyal but also helped solicit new business and offered improvement suggestions. The Ownership Quotient is an in-depth investigation into this phenomenon, offering concrete guidance on how to cultivate this incredible behavior in employees and customers alike. To my mind, this is a must-read book for managers.
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Format: Hardcover
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, and provide new material plus case studies about companies that excel. These exemplars include ING Direct, Rolls Royce, IBM, Fairmont Hotels and Whole Foods, all of which demonstrate the ideas in this short, very readable, if somewhat repetitive, book. getAbstract recommends this manual to business owners and managers who want to build on their most important assets: their customers and employees.
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Format: Hardcover
With The Service Profit Chain we learned about the relationship between employee satisfaction and loyalty and customer satisfaction and loyalty, the relationship between the two, and the immense benefit this relationship has to all facets of the organization. Now, with The Ownership Quotient, the authors take us beyond satisfaction and loyalty into employee and customer ownership, the OQ--a measure of effectiveness and a predictor of future performance. The advantages of this knowledge are great. The Ownership Quotient represents some of the best thinking on the subject and should be read by all!
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