All Summaries
All Summaries
Animal Spirits dissects standard economic theories and demonstrates their failure to account for human emotion, even though emotions have a large impact on the economy. George A. Akerlof and Robert J....
The free market economy demands a profit-over-people approach. Driven by greed, markets incite self-destructive behaviors on a mass level. The targeting of natural human weaknesses is known as “phishing,” while the...
In When, Stuart Albert analyzes the influence of timing in business and day-to-day living. He describes the six temporal concepts of sequence, temporal punctuation, interval and duration, rate, shape,...
According to Albrecht’s Law, "Intelligent people, when assembled into an organization, will tend toward collective stupidity." This, says the author, is a situation that is all too common throughout business and...
A process for formulating a corporate vision and direction, and communicating that vision in a compelling way to everyone in the organization. Albrecht uses the metaphor of riding a train as a focusing concept for...
There are two kinds of useful customer knowledge: (1) general- pertaining to buying patterns and motives, and (2) individual-from one-to-one interactions between employees and customers. Large businesses must usually...
The topics discussed in Service Management Effectiveness are by leading researchers in the field of service management and they provide a comprehensive model for managing service businesses. The work shatters the...
Many service firms are paying a high price in lost business due to mediocre service, while few firms are truly oriented toward quality customer service. Businesses often don't understand customers and their priorities...
Having pondered why some people with very high IQ scores fail miserably in their personal lives, Harvard professor Howard Gardner, concluded that the concept of “intelligence,” as a singular measure of competence,...
Determining that IQ, as a singular measure of competence, could no longer be supported, Harvard professor, Howard Gardner, proposed (in Frames of Mind, 1985) a range of key competencies, which he calls multiple...
