Summary of Ownership Quotient

How to Build Organizations That Win Through Customer and Employee Engagement

Harvard Business Review Press, more...

Ownership Quotient
To please your customers, involve your employees and even make money, discover the potential of your service-profit chain.

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Rating

7 Overall

8 Applicability

7 Innovation

6 Style

 

Review

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.

Summary

The Benefits of Ownership
What would your company be like if your customers and employees felt as if they own it? Would service improve? Would you see higher levels of commitment and engagement? The answer is “definitely.” Customers who act and feel as if they own a company are worth “...
Get the key points from this book in less than 10 minutes.

About the Authors

James L. Heskett and W. Earl Sasser are both Baker Foundation Professors at the Harvard Business School, and co-authors with Leonard Schlesinger of The Service Profit Chain and The Value Profit Chain. Joe Wheeler is Executive Director of the Service Profit Chain Institute.


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