@article{327222,
      recid = {327222},
      author = {Heskett, James L. and Sasser, Earl W. and Wheeler, Joe.},
      title = {The ownership quotient : putting the service profit chain  to work for unbeatable competitive advantage /},
      publisher = {Harvard Business Press,},
      address = {Boston, Mass. :},
      pages = {225 p. :},
      year = {2008},
      url = {http://library.usi.edu/record/327222},
}