Index

Academy of Management Journal, 68, 71

Accenture, 39

Admissions office, 75

Alphabet, 37

Amazon, 19, 41–44, 45

American Customer Satisfaction Index (ACSI), 20

American job market, polarization of, 40

AOL, 17

Apple,19, 97, 98, 112

Assets, contra maxims for people as, 52

AT&T, 17

The Atlantic, 60

Auto Zone, 19

Automatic teller machines (ATMs), 27

Bain & Company,16, 87

Bank of America, 17

Barnes & Noble, 19

Barney, Jay, 86

Bean, John C., 110–111

Bed Bath & Beyond, 19

Bezos, Jeff, 41–42

The bigger the better, 4

Bloomberg Businessweek, 40, 45

Bloomberg Television program, 65

Blue Ocean Strategy, 93

Board of directors, 70–73

Bock, Laszlo, 48

Boeing, 97, 98

Bohnet, Iris, 68

Boston Beer, 23

Boston Consulting Group’s Growth-Share Matrix, 91

Bourdieu, Pierre, 3

Brin, Sergey, 104

Brynjolfsson, Erik, 44–45, 47

Bureau of Labor Statistics, 40

Burn Your Business Plan, 107

Business plan industry, as “corrupted process,” 107

Business planning

for entrepreneurial success, 103–115

contra maxims for, 114–115

entrepreneurial-academic-industrial complex, 105–114

gladiatorial contests, 106

nothing of consequence goes according to, 113–114

process of, 107

research literature in, 107–113

success stories, 104

writing process, 105, 112

for new ventures, 113

Buyer, awareness for, 26–30

Cabiedes, Luis Martin, 110

Chemi, Eric, 20

Chik–fil–A, 19

Christiansen, Clayton, 91

Collins, Jim, 42, 92–93

Comcast, 16, 17

Competitive advantage, 85–88

concept of, 85

contra maxims for, 99

definition of, 86

grocer’s tale, 90–91

for Market Basket, 90–91

as medieval moat, 96–99

sampling of reasons for, 89

survey findings, 88–90

sustainability aspect of, 91–93

sustainable, 87

transient, 91

Competitive Strategy, 87

Conference Board, 39, 41, 70–71

Cowen, Tyler, 41, 62–63

Creative Destruction: How Globalization is Changing the World’s Cultures, 62, 92

Customer, concept of, 14

interaction, contra maxims for, 30

The customer is always right, 5

Customer is king, 5, 6

buyer beware, 26–30

contra maxims for customer interaction, 30

customer satisfaction-performance paradox, 19–22

no way to treat royal, 14–15

overview, 13–14

relationships, 22–26

success despite contempt, 15–19

Customer is prey, 5, 27

Customer relationship management (CRM), 20–21, 23

Customer satisfaction-performance paradox, 19–22

Customer Service Hall of Shame, 15–16, 17–18

Davidson, Martin, 66

The Delaware Journal of Corporate Law, 70

Delmar, Frederic, 110

Deloitte, 39, 51

Delusion of lasting success, 92

DeMoulas, Arthur T., 90

Devil Dog heaven, feedback, 25

The Difference: How the Power of Diversity Creates Better Groups, Firms, Schools, and Societies, 65

Dipboye, Robert, 67

Direct TV, 17

Dish Network, 17

Diversity

contra maxims for, 78

diverse look at research, 66–68

epicenters for discourse, 73–76

improves performance, 59–60

bamboo ceiling, 76–78

corporate board of directors, 70–73

globalization’s messy role, 61–64

goodness of fit test, 60–61

matter of perspective, 64–66

and teamwork, 68–70

across time, 63

in workplace, 70

Diversity Matters project, 63–64

The Diversity Myth: Multicultural and Political Intolerance on Campus, 73, 74

Diversity Prediction Theorem, 64

Diversity Research Network, 66, 67

Diversity Trumps Ability Theorem, 64

Documentary film on venture capital, 105

Dollar General, 98

Dow Jones, Inc., 71

The Economist, 39, 43, 77

The End of Diversity as We Know It, 66

Engaging Ideas, 111

Entrepreneurial-academic-industrial complex, 105–114

Entrepreneurial success

business planning for, 103–115

contra maxims for, 114–115

entrepreneurial-academic-industrial complex, 105–114

gladiatorial contests, 106

for new ventures, 113

nothing of consequence goes according to, 113–114

process of, 107

research literature in, 107–113

writing process, 105, 112

Epicenters for diversity discourse, 73–76

Exploration method in venture creation, 109

Facebook, 36

Failure is not an option, 6

Federal Express, 97, 98

Federal Trade Commission (FTC), 29–30

Forbes, 51

Fortune, 48

Foster, Richard, 92

Foundation for Individual Rights in Education (FIRE), 74

Frey, Carl, 44

Gallup poll, 38

Global Human Capital Trends 2016 report, 52

Global production, efficiency of, 41

Globalization’s messy role, 61–64

Good things come in small packages, 4

Good to Great, 42, 93

Goodness of fit test, 60–61

Google, 36–37, 48–49, 60, 77, 92, 98

Great Depression, 47

Greenhouse, Steven, 40

Grove, Andy, 93

Gumpert, David, 107–108

Haagen-Dazs ice cream, 26–27

The Halo Effect, 21, 92

The Halo Effect and Eight Other Business Delusions that Deceive Managers, 7

Hamel, Gary, 37–38, 48, 94

Handy, Charles, 35, 36, 40

Hanes, 23

Haran, Uriel, 28

Hard Facts, Dangerous Half-truths & Total Nonsense, 3

Harper’s Magazine, 43

Harris Interactive Poll, 39–40

Harvard Business Review, 51–52, 77, 94

HCLT, 48

Headcount, 37

Heinz Ketchup, 27

Heriot, Gail, 76

Hershey’s Reese’s minis and miniatures, 27

Hewlett-Packard (H-P), 92

Human Resource Development Review, 50

Human Resource Management, 67

Human resources (HR), academic-practitioner divide on, 49–52

Humans versus computers, 45

Huxley, Aldous, 3, 75

IKEA, 27

In Search of Excellence, 92

Industrial revolution, 46

The Innovator’s Dilemma, 91

“Integration-and-learning” programs, 67

Internet, 15, 16, 20, 41, 108

Jayne, Michele, 67

Jenkins, Antony, 45

Journal of Business Research, 21

Journal of Business Venturing, 110

Journal of Management, 69

Journal of Marketing, 22

Journal of Product Innovation Management, 69

Journal of Small Business and Entrepreneurship, 109–110

Kahneman, Daniel, 113

Kaplan, Sarah, 92

Kauffman Firm Survey, 89

Keichel, Walter, 92

Keiningham, Timothy, 19–20

Kellogg’s cereals, 27

Kim, W. Chan, 93

Kraft Foods’ Saltines, 27

Kroger, 19

Lambert, Craig, 13, 27

Lange, Julian, 109

Locke, John, 38

Lodging choices, 86

Lord & Taylor, 30

Lords of Strategy, 92

Macy’s, 87, 98

Malcolm Baldridge National Quality Award, 22

Management maxims

customer is king, 5, 6

duelling, 4

lack of dichotomy in, 4

one-sided nature of, 4

reliance on, 7

Management Science, 43–44

Market Basket, 90–91

Marriott Hotels, 19, 27

Martin, Steve, 88

Masters, Blake, 88

Mauborgne, Renee, 93

Maxims, definition of, 2. See also Management maxims

McAfee, Andrew, 44–45, 47

McGrath, Rita Gunther, 91

McKinsey & Company, 63–64

McKinsey Quarterly article, 44

Meta-analysis, 69, 71

Mismatch: How Affirmative Action is Hurting the Students its Intended to Help and Why Universities Won’t Admit It, 76

MIT Sloan Management Review, 19

MIT Technology Review, 104

Mlodinow, Leonard, 7

Morningstar

Equity Analyst Report, 99

stock analysis rating system, 97–98

using characteristics for competitive advantage, 96–97

Mowles, Chris, 3

Multiculturalism, 59, 62, 74

National Basketball Association (NBA), 60

Nayar, Vineet, 48

Nestle, 25

Netflix, 98, 99

New Economics Foundation, 47

New Venture Creation: Entrepreneurship in the 21^st Century, 110

New York Times, 28, 40, 41, 45, 65

Nucor, 42

Nursing, 60

Only the Paranoid Survive, 93

Osborne, Michael, 44

Packel, Amanda, 70–71

Page, Scott, 64–65

Panera, 98

Particularist agendas, 62

Patai, Daphne, 74

Perkins, Tom, 112

Pervasive optimistic bias, 113

Pew Research Center survey, 44

Pfeffer, Jeffrey, 3, 36

Planning. See also Business planning

business. See Business planning

byproduct of, 114

fallacy, 113

Porter, Michael, 86, 87, 91, 94

Porter’s Five Forces, 91

Prahalad, C.K., 94

Proctor & Gamble’s Bounty paper towels, 27

Proper Studies, 75

Pueschel, Lisanne, 93

Purchase agreement contracts, 28

Raskoff, Spencer, 7

Rebate, 29

Reebok, 30

Reeves, Martin, 93

Report of the Diversity Network, 67

Rethinking Management, 3

Rhode, Deborah, 70–71

Ritz-Carlton management, 22

Rosenzweig, Phil, 7, 21, 92

Sacks, David, 73–74

Safe spaces on campus, 73

Sander, Richard, 76

Saturday Night Live, 88

Self-service tsunami, 27

Shane, Scott A., 89, 110

Shark Tank, 114

Silicon Valley, 60

Silverglate, Harvey, 74

Similarity/Attraction Paradigm, 61

Skechers, 29

Small to medium-sized enterprises (SMEs), 49–50

Smith & Nephew, 95–96

Society of Human Resource Management (SHRM), 39

Solberg, Anne Grethe, 72

Something Ventured, documentary film, 112–113

Southwest, 95

Sowell, Thomas, 59, 62, 72, 75

Spinelli, Stephen, 110

Standard & Poor’s (S&P), 92

Starbucks, 97, 98

Stock analysis rating system, 97–98

Strategic Management Journal, 68, 108

Strategic thinking, 87

Superadditivity, 64

Surge pricing, 27

Sustainable competitive advantage, 87

Sustained competitive advantage, 50

Sutton, Robert, 3, 36

SWOT (Strengths, Weaknesses, Opportunities, and Threats) analysis, 91

Taylor, Stuart, 76

Taylorism, 42

dark side, 43

Teamwork, diversity and, 68–70

Tesla, 98

Thiel, Peter, 73–74, 88, 112

Timmons, Jeffrey, 110

T-Mobile, 17, 18

Total quality management (TQM) approach, 22

Transient competitive advantage, 91

Trigger warnings in classrooms, 73

Tropicana Orange Juice, 26

Tversky, Amos, 113

The Upright Thinkers: The Human Journey from Living in Trees to Understanding the Cosmos, 7

Value Chain Analysis, 87

Venture capital (VC)-backed firms, 71–72

Verizon, 17

Victoria’s Secret Customer Service, 24–25

Volkswagen, 14

Wage theft, 43

Wall Street Journal, 76

Walmart, 18, 40, 95, 97, 98

Weight Watchers, 23

Welch, Jack, 88

Wells Fargo, 14, 18

Wharton School’s online journal, 60

What is Strategy?, 94

What Works: Gender Equality by Design, 68

Whole Foods, 48

W.L. Gore, 48

Women at the Wheel, 71

Works Progress Administration (WPA), 47

Writing process, of business plan, 105, 112

Zero to One, 88, 112

Zweigenhaft, Richard, 77