NOTES

INTRODUCTION

  1.  1. USPS, Strategic Information Plan 2006–2010 (September 2005), 60, http://about.usps.com/strategic-planning/stp2007revisedfinal12_31_07.pdf.
  2.  2. USPS, Strategic Information Plan, 60.
  3.  3. USPS, “About the United States Postal Service,” accessed June 6, 2018, http://about.usps.com/who-we-are/leadership/about-usps.htm.
  4.  4. Kara O'Connor, “Out of Time Residents Not Happy about Post,” The Hour (September 15, 2010), http://www.thehour.com/wilton/article/out-of-time-residents-not-happy-about-post-8295123.php.
  5.  5. Ketchum, Leadership Communication Monitor 2016 (2016), http://www.ketchum.com/pt-br/special-report/leadership-communication-monitor-2016.
  6.  6. “Edelman Trust Index,” Edelman, accessed February 9, 2017, http://www.edelman.com/executive-summary.
  7.  7. “The Engaged Workspace,” Gallop, accessed June 6, 2018, http://www.gallup.com/services/190118/engaged-workplace.aspx.
  8.  8. Christine Porath, “Half of Employees Don't Feel Respected by Their Bosses,” Harvard Business Review (November 19, 2014), https://hbr.org/2014/11/half-of-employees-dont-feel-respected-by-their-bosses.
  9.  9. Karyn Twaronite, “Global Generations: A Global Study on Work-Life Challenges across Generations,” EY (2015), http://www.ey.com/Publication/vwLUAssets/EY-global-generations-a-global-study-on-work-life-challenges-across-generations/$FILE/EY-global-generations-a-global-study-on-work-life-challenges-across-generations.pdf.
  10. 10. Laci Loew, “State of Leadership Development 2015: Time to Act Is Now,” Brandon Hall Group (August 2015), http://www.ddiworld.com/DDI/media/trend-research/state-of-leadership-development_tr_brandon-hall.pdf?ext=.pdf%2520.
  11. 11. Annamarie Lang and Bradford Thomas, “Where Are Your “Ready-Now” Leaders?” Development Dimensions International (February 20, 2013), http://www.ddiworld.com/ddi/media/white-papers/whereareyourreadynowleaders_wp_ddi.pdf.
  12. 12. Laci Loew, “Study Shows Leadership Development Rated below Average or Poor in More than One-Third of Organizations,” Training (May 28, 2015), https://trainingmag.com/study-shows-leadership-development-rated-below-average-or-poor-more-one-third-organizations.
  13. 13. Lou Solomon, “Two Thirds of Managers Are Uncomfortable Communicating with Employees,” Harvard Business Review (March 9, 2016), https://hbr.org/2016/03/two-thirds-of-managers-are-uncomfortable-communicating-with-employees.

CHAPTER 1

  1.  1. Daniel Goleman, “What Makes a Leader,” Harvard Business Review (January 2004).
  2.  2. J. Bathurst and D. Walton, “An Exploration of the Perceptions of the Average Driver's Speed Compared to Perceived Driver Safety and Driving Skill: Accident Analysis and Prevention,” PubMed 30 (November 1998): 821–830.
  3.  3. John Wooden, “First, How to Put on Your Socks,” interview by Devin Gordon, Newsweek (October 24, 1999), http://www.newsweek.com/john-wooden-first-how-put-your-socks-167942.
  4.  4. Wooden, “First, How to Put on Your Socks.”
  5.  5. John Yaeger, “John Wooden” (October 1, 2009), http://donyaeger.com/john-wooden.
  6.  6. W. Edwards Deming, Four-day seminar, Phoenix, Arizona (February 1993) (via the notes of Mike Stoecklein), http://quotes.deming.org/authors/W._Edwards_Deming/quote/10091.

CHAPTER 2

  1.  1. Michael Mankins, Chris Brahm, and Greg Caimi, “Your Scarcest Resource,” Harvard Business Review (May 2014), https://hbr.org/2014/05/your-scarcest-resource.
  2.  2. Niall McCarthy, “A 40 Hour Work Week in the United States Actually Lasts 47 Hours,” Forbes (September 1, 2014), https://www.forbes.com/sites/niallmccarthy/2014/09/01/a-40-hour-work-week-in-the-united-states-actually-lasts-47-hours/#4022e569f5e4.
  3.  3. Mary Madden and Sydney Jones, “Most Workers Use the Internet or Email at Their Jobs, but They Say These Technologies Are a Mixed Blessing for Them,” Pew Internet and American Life Project (September 24, 2008), http://www.pewinternet.org/files/old-media//Files/Reports/2008/PIP_Networked_Workers_FINAL.pdf.pdf.
  4.  4. Frederick Winslow Taylor, The Principles of Scientific Management (New York: Harper & Brothers, 1911).
  5.  5. Ibid.
  6.  6. Ibid.
  7.  7. “The United States in 1900,” Digital History, accessed June 7, 2018, http://www.digitalhistory.uh.edu/disp_textbook.cfm?smtID=2&psid=3175.
  8.  8. Michael Perelman, “Henry Ford Double's His Worker's Wages,” Delancey Place (January 29, 2016), https://delanceyplace.com/view-archives.php?p=2991.
  9.  9. Sarah Cwiek, “The Middle Class Took Off 100 Years Ago … Thanks to Henry Ford?” Economy (January 27, 2014), https://www.npr.org/2014/01/27/267145552/the-middle-class-took-off-100-years-ago-thanks-to-henry-ford.

CHAPTER 3

  1.  1. Susan Fowler, “Susan Fowler's Plans after Uber? Tear down the System That Protects Harassers,” Interview by Sam Levin, accessed June 8, 2018, https://www.theguardian.com/technology/2018/apr/11/susan-fowler-uber-interview-forced-arbitration-law.
  2.  2. Susan Fowler, “Reflecting on One Very, Very Strange Year at Uber” (February 19, 2017), https://www.susanjfowler.com/blog/2017/2/19/reflecting-on-one-very-strange-year-at-uber.
  3.  3. Jessica Guynn, “Some Uber Riders React to Sexism Claims with Their Wallets,” USA Today (March 8, 2017), https://www.usatoday.com/story/tech/news/2017/03/08/more-uber-riders-ditch-ride-hailing-app-over-susan-fowler-harassment-discrimination-charges/98862784/.
  4.  4. Oxford Economics, “Global Talent 2021: How the New Geography of Talent Will Transform Human Resource Strategies,” Oxford Economics (2012): 6.
  5.  5. IBM, “Leading through Connections: Insights from the Global Chief Executive Officer Study,” IBM (2012), 21.
  6.  6. Daniel H. Pink, “Revenge of the Right Brain,” WIRED (January 1, 2005), https://www.wired.com/2005/02/brain/.
  7.  7. The New Palgrave Dictionary of Economics, ed. Steven Durlaf and Lawrence Blume (London: Macmillan, 2008), 841.
  8.  8. “GDP per Capita,” World Bank, accessed June 6, 2018, https://data.worldbank.org/indicator/ny.gdp.pcap.kd.
  9.  9. “Life Expectancy at Birth,” World Bank, accessed June 6, 2018, https://data.worldbank.org/indicator/SP.DYN.LE00.IN?end=2015&start=1960.
  10. 10. Richard A. Easterlin, “The Worldwide Standard of Living since 1800,” Journal of Economic Perspectives 14, no. 1: 7.
  11. 11. “More than Half the Homes in U.S. Have Three or More TV's,” Nielson (July 20, 2009), http://www.nielsen.com/us/en/insights/news/2009/more-than-half-the-homes-in-us-have-three-or-more-tvs.html.
  12. 12. Adam Minter, “Somebody's Making Money off of All Our Junk,” Bloomberg (August 28 2017), https://www.bloomberg.com/view/articles/2017–08–28/the-self-storage-business-is-booming-here-s-why.
  13. 13. Bruce N. Pfau, “What Do Millennials Really Want from Work? The Same Things the Rest of Us Do,” Harvard Business Review (April 7, 2016), https://hbr.org/2016/04/what-do-millennials-really-want-at-work.
  14. 14. Geoff Colvin, “Humans Are Underrated,” Fortune (July 23, 2015), http://fortune.com/2015/07/23/humans-are-underrated/.
  15. 15. James Manyika, Susan Lund, Byron Auguste, and Sreenivas Ramaswamy, “Help Wanted: The Future of Work in Advanced Economics,” McKinsey Global Institute (March 2012), 12, https://www.mckinsey.com/∼/media/McKinsey/Featured%20Insights/Employment%20and%20Growth/Future%20of%20work%20in%20advanced%20economies/Help_wanted_future_of_work_full_report.ashx.
  16. 16. Daniel H. Pink, To Sell Is Human: The Surprising Truth about Moving Others (New York: Riverhead Books, 2012), 83–89.
  17. 17. Grace Nasri, “Solving Information Asymmetry: How Today's Companies Are Empowering Consumers and Creating More Efficient Markets,” Huffpost (November 9 2013), https://www.huffingtonpost.com/grace-nasri/solving-information-asymm_b_3870302.html?guccounter=1.
  18. 18. Lucinda Shen, “United Airlines Stock Drops $1.4 Billion after Passenger-Removal Controversy,” Fortune (April 11 2017), http://fortune.com/2017/04/11/united-airlines-stock-drop/.
  19. 19. Amy Martinez, “Tale of Lost Diamond Adds Glitter to Nordstrom's Customer Service,” The Seattle Times (May 11, 2011), http://old.seattletimes.com/html/businesstechnology/2015028167_nordstrom12.html.
  20. 20. Ashley Lutz, “Nordstrom's Employee Handbook Has Only One Rule,” Business Insider (October 13, 2014), http://www.businessinsider.com/nordstroms-employee-handbook-2014–10?IR=T.

PART II

  1.  1. Jim Kouzes and Barry Posner, The Leadership Challenge (Hoboken, NJ: John Wiley & Sons, 2012), 30.

CHAPTER 4

  1.  1. Evan Sinar, Richard S. Wellins, and Matthew J. Paese, “What's the Number 1 Leadership Skill for Overall Success?” DDI (February 23 2016), https://www.ddiworld.com/global-offices/united-states/press-room/what-is-the-1-leadership-skill-for-overall-success.
  2.  2. Ashley Lutz, “How Trader Joe's Sells Twice as Much as Whole Foods,” Business Insider (October 7, 2014), http://www.businessinsider.com/trader-joes-sales-strategy-2014–10?IR=T.
  3.  3. Fariss Samarrai, “Human Brains Are Hardwired for Empathy, Friendship, Study Shows,” UVA Today (August 21 2013), https://news.virginia.edu/content/human-brains-are-hardwired-empathy-friendship-study-shows.
  4.  4. “The Business Case for Trust,” Franklin Covey, accessed June 8, 2018, http://www.speedoftrust.com/how-the-speed-of-trust-works/business_case.
  5.  5. Jennifer Reingold, “What the Heck Is Angela Ahrendts Doing at Apple?” Fortune (September 10, 2015), http://fortune.com/2015/09/10/angela-ahrendts-apple/.
  6.  6. Sabrina Son, “Effective Employee Retention Strategies for the Retail Industry,” TINYcon (August 11, 2016), https://www.tinypulse.com/blog/effective-employee-retention-strategies-for-the-retail-industry.
  7.  7. John Naisbitt, Megatrends (New York: Warner Trends, 1984), 25.
  8.  8. Reingold, “What the Heck.”

CHAPTER 5

  1.  1. Tony Schwartz and Christine Porath, “Why You Hate Work,” New York Times (May 30, 2014), https://www.nytimes.com/2014/06/01/opinion/sunday/why-you-hate-work.html.
  2.  2. Jerry Useem, “Power Causes Brain Damage: How Leaders Lose Mental Capacities—Most Notably for Reading Other People—That Were Essential to Their Rise,” The Atlantic (July 2017), https://www.theatlantic.com/magazine/archive/2017/07/power-causes-brain-damage/528711/?utm_source=nhfb.
  3.  3. Michael Inzlicht and Sukhvinder Obhi, “Powerful and Coldhearted,” New York Times (July 25, 2014), https://www.nytimes.com/2014/07/27/opinion/sunday/powerful-and-coldhearted.html?ref=opinion&_r=1.
  4.  4. Stephanie Vozza, “10 Unique Ways Leaders Bond with Their Employees,” Fast Company (September 18, 2015), https://www.fastcompany.com/3050651/10-unique-ways-leaders-bond-with-employees.
  5.  5. Jacob Davidson, “How Microsoft Became a Market Darling, in Two Charts,” Money (May 5, 2015).
  6.  6. AP, “Satya Nadella Aims to Make Microsoft Mighty—and Mindful,” USA Today (September 25, 2015).
  7.  7. Satya Nadella, “Satya Nadella: The C in CEO Stands for Culture,” Fast Company (September 21, 2017).
  8.  8. Satya Nadella, “We Sat Down with Microsoft's CEO to Discuss the Past, Present and Future of the Company,” interview by Krzysztof Majdan and Michał Wasowski, Business Insider (April 20, 2017), http://uk.businessinsider.com/satya-nadella-microsoft-ceo-qa-2017–4?r=US&IR=T.
  9.  9. Joann S. Lubin, “How to Be a Better Boss? Spend Time on the Front Lines,” The Wall Street Journal (February 9, 2012), https://www.wsj.com/articles/SB10001424052970203824904577212951446826014.
  10. 10. A. Nyberg, L. Alfredsson, T. Theorell, H. Westerlund, J. Vahtera, and M. Kivimäki, “Managerial Leadership and Ischaemic Heart Disease among Employees: The Swedish WOLF Study,” Occupational and Environmental Medicine 66, no. 1 (January 2009): 51–55.

CHAPTER 6

  1.  1. Marcus Buckingham and Curt Coffman, First Break All the Rules: What the World's Greatest Managers Do Differently (London: Simon & Schuster UK, 2005), 257.
  2.  2. Jim Clifton, “Are You Sure You Have a Great Workplace Culture?” (April 27, 2017), http://news.gallup.com/opinion/chairman/209033/sure-great-workplace-culture.aspx?g_source=EMPLOYEE_ENGAGEMENT&g_medium=topic&g_campaign=tiles.
  3.  3. Buckingham and Coffman, First Break All the Rules, 36.
  4.  4. James M. Kouzes and Barry Z. Posner, The Truth about Leadership: The No-Fads, Heart-of-the-Matter Facts You Need to Know (Hoboken, NJ: John Wiley & Sons: 2010), 24.
  5.  5. Ibid., 9.
  6.  6. Julia Kirby, “Beware the Baboon Boss,” Harvard Business Review (May 22, 2009), https://hbr.org/2009/05/baboons.
  7.  7. Ibid.
  8.  8. Ibid.
  9.  9. Jim Kouzes and Barry Posner, The Leadership Challenge (Hoboken, NJ: John Wiley & Sons, 2012), 25.
  10. 10. Charles Duhigg, The Power of Habit: Why We Do What We Do and How to Change (New York: Random House, 2013), 100.
  11. 11. Deborah Sweeney, “3 Ways Handwritten Notes Impact the Workplace,” Forbes (April 24, 2012), https://www.forbes.com/sites/deborahsweeney/2012/04/24/3-ways-handwritten-notes-impact-the-workplace/#30fcbf22b4fd.
  12. 12. Douglas R. Conant, “Secrets of Positive Feedback,” Harvard Business Review (February 16, 2011), https://hbr.org/2011/02/secrets-of-positive-feedback.

PART III

  1.  1. R. G. Eccles and N. Nohria, Beyond the Hype: Rediscovering the Essence of Management (Boston: Harvard Business School Press, 1991).

CHAPTER 7

  1.  1. Hart Research Associates, “It Takes More Than a Major: Employer Priorities for College Learning and Student Success,” Association of American Colleges and Universities, accessed June 8, 2018, https://www.aacu.org/publications-research/periodicals/it-takes-more-major-employer-priorities-college-learning-and.
  2.  2. Anton Valukas, “Report to Board of Directors of General Motors Company Regarding Ignition Switch Recalls,” Jenner and Block (May 29, 2014), http://s3.documentcloud.org/documents/1183508/g-m-internal-investigation-report.pdf, 2.
  3.  3. Ibid., p. 2.
  4.  4. David Woods, “Poor Communication between Managers and Employees Wastes Time and Impacts Productivity,” HR (January 15, 2010), http://www.hrmagazine.co.uk/article-details/poor-communication-between-managers-and-employees-wastes-time-and-impacts-productivity.
  5.  5. Ritu Agwar, Daniel Z. Sands, and Jorge Díaz Schneider, “Quantifying the Economic Impact of Communication Inefficiencies in U.S. Hospitals,” Journal of Healthcare Management 55, no. 4 (July–August 2010): 267.
  6.  6. “For Workplace Failures,” Press Room, Fierce (May 4, 2011), https://fierceinc.com/employees-cite-lack-of-collaboration-for-workplace-failures.
  7.  7. Boyd Clarke and Ron Crossland, The Leaders Voice: How Your Communication Can Inspire and Get Results! (New York: Select Books, 2004), 6.
  8.  8. “The State of Enterprise Work,” Harris Poll, Workfront, accessed June 8, 2018, https://www.workfront.com/resources/the-state-of-enterprise-work.
  9.  9. “Internet Live Stats,” accessed June 6, 2018, http://www.internetlivestats.com/one-second/.

CHAPTER 8

  1.  1. Lou Solomon, “Many Leaders Shrink from Straight Talk with Employees,” Interact (February 2015), http://interactauthentically.com/new-interact-report-many-leaders-shrink-from-straight-talk-with-employees/.
  2.  2. “Two Thirds of Senior Managers Can't Name Their Firms' Top Priorities,” London Business School (December 7, 2015), https://www.london.edu/news-and-events/news/two-thirds-of-senior-managers-cant-name-their-firms-top-priorities#.VwVwgfmLTb0.
  3.  3. Linda Grossman, “Metric Math Mistake Muffed Mars Meteorology Mission,” Wired (November 10, 1999), https://www.wired.com/2010/11/1110mars-climate-observer-report/.
  4.  4. Karl Taro Greenfeld, “Taco Bell and the Golden Age of Drive-Thru,” Bloomberg Businessweek (May 5, 2011), https://www.bloomberg.com/news/articles/2011–05–05/taco-bell-and-the-golden-age-of-drive-thru.
  5.  5. Judith Rehak and International Herald Tribune, “Tylenol Made a Hero of Johnson & Johnson: The Recall That Started Them All,” The New York Times (March 23, 2002), https://www.nytimes.com/2002/03/23/your-money/tylenol-made-a-hero-of-johnson-johnson-the-recall-that-started.html.
  6.  6. Ken Robinson, “Do Schools Kill Creativity?” TED (February 2006), https://www.ted.com/talks/ken_robinson_says_schools_kill_creativity.

PART IV

  1.  1. Adi Gaskell, “New Study Shows That Collaboration Drives Workplace Performance,” Forbes (June 22, 2017), https://www.forbes.com/sites/adigaskell/2017/06/22/new-study-finds-that-collaboration-drives-workplace-performance/#26e9ce303d02.

CHAPTER 9

  1.  1. “All Actors Are Cattle,” Quote investigator, accessed June 7, 2018.
  2.  2. Francois Truffaut, Hitchcock: A Definitive Study of Alfred Hitchcock (New York: Simon & Schuster, 2008), 111.
  3.  3. Richard Brody, “Tippi Hedren and Alfred Hitchcock,” The New Yorker, accessed June 7, 2018, https://www.newyorker.com/culture/richard-brody/tippi-hedren-and-alfred-hitchcock.
  4.  4. Dan Ariely, Payoff: The Hidden Logic That Shapes Our Motivation (Simon & Schuster, 2016).
  5.  5. Dale Carnegie, How to Win Friends and Influence People (New York: Simon & Schuster, 1981), 41.
  6.  6. Tony Allesandra and Michael J. O'Connor, The Platinum Rule: Discover the Four Basic Business Personalities and How They Can Lead You to Success (New York: Grand Central Publishing, 1998), 3.

CHAPTER 10

  1.  1. William A. Kahn, “Psychological Conditions of Personal Engagement and Disengagement at Work,” Academy of Management Journal 33, no. 4 (January 1, 1990): 708.
  2.  2. Charles, Duhigg, “What Google Learned from Its Quest to Build the Perfect Team,” New York Times (February 25, 2016), https://www.nytimes.com/2016/02/28/magazine/what-google-learned-from-its-quest-to-build-the-perfect-team.html?_r=1.
  3.  3. Ibid.
  4.  4. Gallup, “U.S. Employee Engagement” (July 30, 2017), http://news.gallup.com/poll/214961/gallup-employee-engagement.aspx%20accessed%20October%2020,%202017.
  5.  5. Susan Sorenson and Keri Garman, “How to Tackle U.S. Employees' Stagnant Engagement,” Gallup (June 11, 2013), http://news.gallup.com/businessjournal/162953/tackle-employees-stagnating-engagement.aspx.
  6.  6. Gloria Mark and Donald Bren, “Too Many Interruptions at Work?” Gallup (June 8, 2006), http://news.gallup.com/businessjournal/23146/too-many-interruptions-work.aspx.
  7.  7. Jonathan B. Spira and Joshua B. Feintuch, “The Cost of Not Paying Attention: How Interruptions Impact Knowledge Worker Productivity,” BaseEx (2005), http://iorgforum.org/wp-content/uploads/2011/06/CostOfNotPayingAttention.BasexReport.pdf.
  8.  8. Bing C. Lin, Jason M. Kain, and Charlotte Fritz, 78.
  9.  9. Mark Murphy, “Interruptions at Work Are Killing Your Productivity,” Forbes (October 30, 2016), https://www.forbes.com/sites/markmurphy/2016/10/30/interruptions-at-work-are-killing-your-productivity/#6708a8981689.
  10. 10. Bing C. Lin et al., “Don't Interrupt Me!,” 77.
  11. 11. Jessica Mesmer-Magnus, David J. Glew, and Chockalingam Viswesvaran, “A Meta-analysis of Positive Humor in the Workplace,” Journal of Managerial Psychology 27, no. 2 (2012), 155–190, https://doi.org/10.1108/02683941211199554.
  12. 12. Judith A. Ricci, E. Chee, A. L. Lorandeau, and J. Berger, “Fatigue in the U.S. Workforce: Prevalence and Implications for Lost Productive Work Time,” Journal of Occupational and Environmental Medicine 49, no. 1 (2007): 1–10.
  13. 13. CBC News, “Low-Intensity Exercise Can Boost Energy, Curb Fatigue: Study” (February 29, 2008), http://www.cbc.ca/news/technology/low-intensity-exercise-can-boost-energy-curb-fatigue-study-1.714677.
  14. 14. “THANKS, BUT NO THANKS: Survey Reveals Strangest Forms of Workplace Recognition; Research Also Finds Two in Three Employees Would Leave Their Job If They Didn't Feel Appreciated,” Robert Half, accessed June 7, 2018, http://rh-us.mediaroom.com/2017–04–12-THANKS-BUT-NO-THANKS-Survey-Reveals-Strangest-Forms-of-Workplace-Recognition-Research-Also-Finds-Two-in-Three-Employees-Would-Leave-Their-Job-If-They-Didnt-Feel-Appreciated.
  15. 15. David Sturt and Todd Nordstrom, “Yes, You Should Celebrate Employee Appreciation Day,” accessed June 7, 2018, https://blog.octanner.com/appreciation-2/yes-you-should-celebrate-employee-appreciation-day.

CHAPTER 11

  1.  1. Tony Schwartz and Christine Porath, “Why You Hate Work,” New York Times (May 30, 2014), https://www.nytimes.com/2014/06/01/opinion/sunday/why-you-hate-work.html.
  2.  2. LinkedIn, “2016 Global Report: Purpose at Work,” LinkedIn (2016), https://business.linkedin.com/content/dam/me/business/en-us/talent-solutions/resources/pdfs/Global-Report-on-Purpose-at-Work.pdf.
  3.  3. EY, “The Business Case for Purpose,” Harvard Business Review (2015), http://www.ey.com/Publication/vwLUAssets/ey-the-business-case-for-purpose/$FILE/ey-the-business-case-for-purpose.pdf.
  4.  4. Lyft (@lyft), “Our Mission Is to Reconnect People through Transportation and Bring Communities Together” (March 16, 2015), https://twitter.com/lyft/status/577558134698348544?lang=en.
  5.  5. Erica Keswin, “Use Stories from Customers to Highlight Your Company's Purpose,” Harvard Business Review, June 22, 2017, https://hbr.org/2017/06/use-stories-from-customers-to-highlight-your-companys-purpose.
  6.  6. IKEA, “Welcome Inside Our Company,” accessed June 7, 2018, https://www.ikea.com/ms/en_US/this-is-ikea/company-information/index.html.
  7.  7. Teresa Amabile and Steven J. Kramer, “The Power of Small Wins,” Harvard Business Review (May 2011), https://hbr.org/2011/05/the-power-of-small-wins.
  8.  8. Linn Van Dyne and Jon L. Pierce, “Psychological Ownership and Feelings of Possession: Three Field Studies Predicting Employee Attitudes and Organisational Citizenship Behavior,” Journal of Organizational Behavior 25 (2004): 439–459.
  9.  9. Katherine Ellison, “Being Honest about the Pygmalion Effect,” Discover (December 2015), http://discovermagazine.com/2015/dec/14-great-expectations.

CHAPTER 12

  1.  1. Jan Carlzon, Moments of Truth (New York: Harper Perennial, 1987).
  2.  2. The Staff of the Corporate Executive Board, “The Role of Employee Engagement in the Return of Growth,” Bloomberg (August 13, 2010), https://www.bloomberg.com/news/articles/2010–08–13/the-role-of-employee-engagement-in-the-return-to-growth.
  3.  3. Jeana Quigley, “Do You Care about Onboarding? You Should,” Bamboo HR (April 23, 2014), https://www.bamboohr.com/blog/onboarding-infographic/.
  4.  4. Laszlo Bock, Work Rules! Insight from Inside Google That Will Transform How You Live and Lead (London: John Murray, 2015), 295.
  5.  5. Zappos, “About Zappos Culture,” accessed June 7, 2018, https://www.zappos.com/core-values.
  6.  6. Mary Beth Quirk, “Zappos CSR's Kindness Warms Our Heart,” Consumerist (January 17, 2011), https://consumerist.com/2011/01/17/zappos-customer-service-reps-kindness-warms-our-cold-hearts/.
  7.  7. Armando Roggio, “The Zappos Effect: 5 Great Customer Service Ideas for Small Businesses,” Practical Ecommerce (March 11, 2011), https://www.practicalecommerce.com/The-Zappos-Effect-5-Great-Customer-Service-Ideas-for-Smaller-Businesses.
  8.  8. Ben Popken, “Zappos Saves Best Man from Going Barefoot at Wedding,” Consumerist (May 19, 2011), https://consumerist.com/2011/05/19/zappos-saves-best-man-from-going-barefoot-at-wedding/.
  9.  9. David Burkus, “Why Amazon Bought into Zappos's ‘Pay to Quit’ Policy,” Inc. (June 15, 2016), https://www.inc.com/david-burkus/why-amazon-bought-into-zappos-pay-to-quit-policy.html.
  10. 10. Shaun Achor, “The Happiness Dividend,” Harvard Business Review (June 23, 2011), https://hbr.org/2011/06/the-happiness-dividend.
  11. 11. Barbara J. Fredrickson, Michael A. Cohn, Kimberly A. Coffey, Jolynn Pek, and Sandra M. Finkel, “Open Hearts Build Lives: Positive Emotions, Induced through Loving-Kindness Meditation, Build Consequential Personal Resources,” Journal of Personality and Social Psychology 95, no. 5 (November 2008): 1045–1062, https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3156028/.
  12. 12. Carolyn Wiley, “What Motivates Employees According to Over 40 Years of Motivation Surveys,” International Journal of Manpower 18, no. 3 (1997): 263–280.
  13. 13. Tripp & Tyler, “A Conference Call in Real Life,” YouTube (September 21, 2017), https://www.youtube.com/watch?v=kNz82r5nyUw.
  14. 14. Tania Luna and Leeann Perringer, Surprise: Embrace the Unpredictable and Engineer the Unexpected (New York: Tarcherperigee, 2015), 198.
  15. 15. B. Joseph Pine II and James H Gilmore, “Welcome to the Experience Economy,” Harvard Business Review (July–August 1998), https://hbr.org/1998/07/welcome-to-the-experience-economy.

CHAPTER 13

  1.  1. Walter Isaacson, “How Steve Jobs' Love of Simplicity Fueled a Design Revolution,” Smithsonian Magazine (September 2012), https://www.smithsonianmag.com/arts-culture/how-steve-jobs-love-of-simplicity-fueled-a-design-revolution-23868877/.
  2.  2. Siegel & Gale, “Simplicity at Work: Demonstrating the Positive Impact of Simplicity on the Workforce” (2017), https://simple.siegelgale.com/acton/attachment/9371/f-03e7/1/-/-/-/-/Simplicity%20At%20Work.pdf.
  3.  3. Michael Mankins, “Is Technology Really Helping Us Get More Done?” Harvard Business Review (February 25, 2016), https://hbr.org/2016/02/is-technology-really-helping-us-get-more-done.
  4.  4. Alan. C. Bluedorn, Daniel B. Turban, and Mary Sue Love, “The Effects of Stand‐Up and Sit‐Down Meeting Formats on Meeting Outcomes,” Journal of Applied Psychology 84, no. 2 (1999): 277–285.
  5.  5. “Parkinson's law,” The Economist (November 19, 1955), https://www.economist.com/news/1955/11/19/parkinsons-law.
  6.  6. Mankins et al., “Your Scarcest Resource.”
  7.  7. McCarthy, “A 40 Hour Work Week in the United States Actually Lasts 47 Hours.”
  8.  8. Brown, Chris, Killick, Andrew, and Renaud, Karen, “To Reduce E‐mail, Start at the Top,” Harvard Business Review (September 2013), https://hbr.org/2013/09/to-reduce-e-mail-start-at-the-top.

EPILOGUE

  1.  1. Peter Sims, Little Bets: How Breakthrough Ideas Emerge from Small Discoveries (New York: Random House, 2012), 9.
  2.  2. John. F. Kennedy, “Untitled Speech” [Undelivered], Trade Mart, Dallas TX (November 22, 1963), https://www.jfklibrary.org/Research/Research-Aids/JFK-Speeches/Dallas-TX-Trade-Mart-Undelivered_19631122.aspx.
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