APA Style

Heskett, J, L., Sasser, W, E. (2008). The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage . Boston: Harvard Business Review Press.

MLA Style

Heskett, James, L.., Sasser, W., Earl. "The Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage". Boston: Harvard Business Review Press, 2008. Magister Manajemen.