Do the right thing : how dedicated employees create loyal customers and large profits / James F. Parker.

Format:

Book

Author/Creator:

Parker, James F. (James Francis), 1947-

Language:

English

Subjects (All):

Southwest Airlines Co--Management.

Southwest Airlines Co.

Airlines--United States--Management.

Airlines.

Customer relations.

Management.

United States.

Customer relations--United States.

Customer services--United States.

Customer services.

Physical Description:

ix, 263 pages : illustrations ; 21 cm

Place of Publication:

Upper Saddle River, N.J. : Wharton School Pub., [2008]

Contents:

Chapter 1 Stumbling into the Business World 5

Chapter 2 9/11 9

Chapter 3 The Question Was Answered 17

Chapter 4 But I Don't Want to Be a Corporate Bureaucrat 29

Chapter 5 Getting Off the Ground 33

Chapter 6 The Ten-Minute Turnaround 39

Chapter 7 The Great Texas Whiskey War 47

Chapter 8 I Just Couldn't Resist 53

Chapter 9 Some of the Obvious Things I Learned 55

Chapter 10 We're in What Kind of Business? 65

Chapter 11 With a Little Help from Our Competitors 71

Chapter 12 Leaders Are Everywhere 73

Chapter 13 Great Organizations Have Great Leaders at Every Level 83

Chapter 14 In Case You Didn't Get It Great Organizations Have Great Leaders at Every Level 89

Chapter 15 Great Leaders Make the People Around Them Better 93

Chapter 16 People Recognize a Phony 97

Chapter 17 People Follow a Leader They Trust 101

Chapter 18 Who Wants the "Best" People? 105

Chapter 19 Looking for the Right People 109

Chapter 20 Interview for Attitude 115

Chapter 21 Attitudes Also Matter at 30,000 Feet 121

Chapter 22 Everybody Remembers Their Interview 127

Chapter 23 Every Job Affects Others 131

Chapter 24 People Need to Understand Their Mission 135

Chapter 25 Shared Goals, Shared Knowledge, and Mutual Respect = A Shared Mission 143

Chapter 26 Do People Think Like Employees or Owners? 151

Chapter 27 Making Employees Owners 155

Chapter 28 A Sense of Ownership 163

Chapter 29 Make Work Fun 169

Chapter 30 Build a Customer Service Culture 173

Chapter 31 Everything He Did Was So I Could Come to Work 177

Chapter 32 Fun Can Have a Purpose 181

Chapter 33 Celebrate Success and Achievement 187

Chapter 34 Creating Entrepreneurs 189

Chapter 35 Encourage Unconventional Thinking 197

Chapter 36 Suggestion Boxes 207

Chapter 37 Many Roads Lead to the Promised Land 209

Chapter 38 Define the Right Goals and Give People Room to Succeed 215

Chapter 39 The Two-Minute Drill 219

Chapter 40 Give People Something to Believe In-Define a Grand Mission 225

Chapter 41 Create a Culture in Which People Want to Do the Right Things 229

Chapter 42 It's a Family Affair 233

Chapter 43 The Tactics of Success May Vary, but the Principles Are Constant 239

Chapter 44 Be Yourself and Have Some Fun 247

Chapter 45 It's a Round World 251.

Notes:

Includes index.

ISBN:

9780132343343

0132343347

OCLC:

128236573