BOSTON — Hundreds of large organizations worldwide have used the groundbreaking service profit chain to improve business performance. Now, The Ownership Quotient (Harvard Business Press), a new book ...
Heskett, J. L., T. O. Jones, G. W. Loveman, W. Earl Sasser, and L. A. Schlesinger. "Putting the Service-Profit Chain to Work." Harvard Business Review 72, no. 2 ...
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