

References
^ W. Earl Sasser, James L. Heskett, Joe Wheeler, Berman Press StaffThe Ownership Quotient : Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage by Joe Wheeler, W. Earl Sasser, James L. Heskett and Berman Press Staff (2008, Hardcover) ISBN 9781422110232 (revised Apr 2015)^ Heskett, James L. (2014). The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage, Perseus Distribution Services. BiggerBooks. ISBN 9781422110232 (revised May 2022)
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