December 2008

    • 05 Dec 2008

      New Book Reveals How Customer and Employee Ownership Adds Business Value

      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 written by Harvard Business School Professors James Heskett and W. Earl Sasser, along with Joe Wheeler, executive director of the Service Profit Chain Institute, reveals the next generation of the chain: customer and employee "owners." The book follows on Heskett and Sasser's previous works, The Service Profit Chain and The Value Profit Chain - both coauthored with former HBS professor Leonard Schlesinger. Read more.