Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals

In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal t

James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship will enable a

Praise for Adversity Quotient. "With AQ, Paul Stoltz has done something remarkable: He synthesizes some of the most important information on how we influence ou

There is significant evidence that an effective organizational culture provides a major competitive edge—higher levels of employee and customer engagement and