"Heskett," <br/><br/>
"Ownership quotient: putting the service profit chain to work for unbeatable competitive advantage / by James L. heskett, W. Earl Sasser and Joe Wheeler" 

 - Boston  Harvard Business Press  2008 
 - 225p. 
<br/><br/><label>ISBN: </label>9781422110232 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Advertising
<br/><br/><label>Dewey Class. No.: </label>659.1 HES