Notes
Preface
1 Musashi, M., translated by Cleary, T. (1993) The Book of Five Rings, Boston: Shambhala Productions.
Chapter 1
1 http://www.independent.co.uk/extras/indybest/food-drink/the-50-best-breakfast-spots-6256963.html
2 http://www.waitrose.com/content/waitrose/en/home/inspiration/waitrose_kitchen_feb/archive/river_cafe_romance.html
3 http://www.guardian.co.uk/music/2012/feb/13/whitney-houston-album-price
4 http://www.digitalspy.co.uk/music/news/a365322/whitney-houston-death-apple-criticised-after-albums-price-boost.html
5 http://stakeholders.ofcom.org.uk/consultations/unexpectedly-high-bills/statement/
6 http://media.ofcom.org.uk/2012/03/01/tacking-unexpectedly-high-phone-bills/
7 http://www.telegraph.co.uk/finance/personalfinance/consumertips/banking/9019839/Bank-overdraft-fees-leave-even-maths-PhD-baffled.html
8 http://www.bbc.co.uk/news/business-16002022
9 Sparke, P. (2009) The Genius of Design, London: Quadrille Publishing
10 Friedman, M. (1970) ‘The social responsibility of business is to increase its profits’, The New York Times Magazine, 13 September
11 Jensen, M.C. and Meckling, W.H. (1976) ‘Theory of the Firm: Managerial Behaviour, Agency Costs and Ownership Structure’, Journal of Financial Economics 3, no. 4: 305–360
12 Martin, R.L. (2011) Fixing the Game, Boston: Harvard Business School Publishing, p. 99
13 Ibid. p. 36
14 Ibid. p. 85
15 http://thecustomerblog.co.uk/2011/09/12/bad-customer-experience-power-to-the-people/
16 http://www.christophevanbael.com/dutch-comedian-starts-campaign-against-helpdesk-terror/
17 http://www.t-mobile.nl/persoonlijk/htdocs/popup/youpvanthek.aspx
18 http://www.telecompaper.com/news/belgian-operators-sign-customer-service-charter
19 Jones, D. (2012) Who Cares Wins, London: Pearson Education, p. 26
20 Ibid. p. 28
21 http://www.100daysofdesign.com/?p=277
22 Esslinger, H. (2009) A Fine Line, San Francisco: Jossey Bass, p. 84
23 Ibid. pp. 2–4
24 Drucker, P.F. (1955) The Practice of Management, London: Heinemann
25 http://www.bbc.co.uk/news/business-16812545
Chapter 2
1 Norman, D.A. (2004) Emotional Design, New York: Basic Books
2 http://www.kenrockwell.com/tech/7.htm
3 Patnaik, D. and Mortensen, P. (2009) Wired to Care, New Jersey: FT Press, p. 23
4 Funnel, W. (1998) ‘Accounting in the service of the Holocaust’, Critical Perspectives on Accounting 8, 435–464
5 DeMarco, T. (2001) Slack, New York: Dorset House, p. xii
6 Fried, J. and Heinemeier Hansson, D. (2010) Rework, p. 144
7 Rowan, D. (2012) ‘Here for the long haul: Corporate long-termism’, Wired Magazine, UK edition January 2012, p. 121
8 Ibid. p. 37
9 DeMarco, T., Hruschka, P. et al. (2008) Adrenaline Junkies and Template Zombies, New York: Dorset House, p. 138
10 Isaacson, W. (2011) Steve Jobs, London: Little, Brown, p. 342
11 Reichheld, F. and Markey, R. (2011) The Ultimate Question 2.0, Boston: Harvard Business School Publishing, pp. 21–40
12 Martin, R.L. (2011) Fixing the Game, Boston: Harvard Business School Publishing, p. 31
13 Ibid. pp. 4–6
14 Ibid. p. 62
Chapter 3
1 Michalko, M. (2006) Thinkertoys, Berkley: Ten Speed Press, p. xvii
2 Liker, J.K. (2004) The Toyota Way, New York: McGraw-Hill, p. 253
Chapter 4
1 Baudrillard, J. (1981) For a Critique of the Political Economy of the Sign, New York: Telos Press Ltd, pp. 63–66
2 http://www.scotsman.com/news/uk/poor-parenting-and-designer-brand-greed-caused-london-riots-claims-report-1-2199666?commentssort=0
3 Whyte, W.H. (1956) The Organisation Man, New York: Simon and Schuster
4 Reisman, D. (1961) The Lonely Crowd, New Haven CT: Yale University Press, p. 11
5 Ibid. p. 11
6 Ibid. p. 16
7 Ibid. p. 22
8 Ibid. p. 25
9 Ibid. p. 32
10 Ibid. p.190
11 Ibid. p. 209
12 http://phx.corporate-ir.net/phoenix.zhtml?c=61701&p=irol-newsArticle_print&ID=1301464&highlight=
13 http://www.iwc.com/forum/en/
14 http://www.etsy.com/about?ref=ft_about
15 Ibid.
16 Ibid.
17 http://www.youtube.com/watch?v=3iaTEgoezNQ
18 Walker, R. (2008) Buying In – What We Buy And Who We Are, New York: Random House, p. 46
19 Chouinard, Y. (2006) Let My People Go Surfing, New York: Penguin Books, pp. 85–116
20 http://www.johnlewis.com/Magazine/Feature.aspx?Id=517
Chapter 5
1 http://en.wikipedia.org/wiki/What_Women_Want
2 Fried, J. and Heinemeier Hansson, D. (2010) Rework, p.34
3 Patnaik, D. and Mortensen, P. (2009) Wired to Care, New Jersey: FT Press, p.67
4 Cope, N. (2003) The Seven Cs of Consulting, Harlow: FT Prentice Hall, pp. 103–114
5 Mulder, S. and Yaar, Z. (2007) The User is Always Right, Berkeley: New Riders, p. 38
6 Cooper, A., Reimann, R. and Cronin, D. (2007) About Face 3, Indianapolis: Wiley Publishing, pp. 15–17
7 Ibid. p.16
8 Merlin, B. (2007) The Complete Stanislavsky Toolkit, London: Nick Hern Books, p. 60
9 Ibid. pp. 219–226
10 http://www.bbc.co.uk/news/business-16625725
11 http://www.bbc.co.uk/news/technology-17658264
12 http://online.wsj.com/article/SB10001424052970204831304576594524134179668.html
13 http://www.telegraph.co.uk/technology/facebook/8240095/Will-Facebook-conquer-the-world.html
14 http://www.businessweek.com/news/2011-12-16/amazon-says-kindle-sales-topping-1-million-devices-a-week.html
15 Ibid. pp. 91–97
16 Ibid. pp. 73–90
17 Ibid. p. 157
18 Ibid. p. 156
Chapter 6
1 Greene, R. (2003) The Concise Art of Seduction, London: Profile Books, p. 115
2 http://www.teamsky.com/article/0,27290,17547_5792058,00.html
3 http://www.guardian.co.uk/politics/reality-check-with-polly-curtis/2012/apr/18/tesco-retail?intcmp=239
4 Ibid.
5 http://www.thesundaytimes.co.uk/sto/comment/columns/article1021523.ece (accessible by subscription only)
6 http://www.guardian.co.uk/business/2012/apr/18/tesco-uk-profits-fall-makeover
Chapter 7
1 http://www.accenture.com/SiteCollectionDocuments/PDF/EEtimesreprint16803e.pdf
2 http://www.theinquirer.net/inquirer/news/1032100/per-cent-returned-electronics
3 Kahneman, D. (2011) Thinking Fast and Slow, London: Allen Lane, p. 381
4 Ibid. p. 381
5 Reason, J. (1990) Human Error, New York: Cambridge University Press, p. 68
6 http://www.thestar.com/article/232343
7 Ibid. pp. 380–382
8 http://news.bbc.co.uk/1/hi/business/7532660.stm
9 http://news.bbc.co.uk/1/hi/technology/7964459.stm
Chapter 8
1 Rams, D. (1995) Less But Better, Hamburg: Jo Klatt Design + Design Verlag, p. 7
2 Ibid
3 Maeda, J. (2006) The Laws of Simplicity, Cambridge, Massachusetts: MIT Press, p. 1
4 Strunk Jr, W. and White, E.B. (1999) The Elements of Style, fourth edn, New York: Longman
5 Jenson, S. (2002) The Simplicity Shift, Cambridge: Cambridge University Press, pp. 81–82
6 Ibid, p. 82
7 Neuhart, J., Neuhart, M., et al. (1989) Eames Design, New York: Harry N. Abrams, Inc., p. 15
8 Jenson, S. (2002) The Simplicity Shift, Cambridge: Cambridge University Press, pp. 14–16.
9 http://www.nokia.com/gb-en/products/all-products/ (accessed 27 June 2012)
10 Lidwell, W., Holden, K. and Butler, J. (2003) Universal Principles of Design, Gloucester, Massachusetts: Rockport Publishers, p. 154
11 Maeda, J. (2006) The Laws of Simplicity, Cambridge, Massachusetts: MIT Press, p. 84
12 http://www.amazon.co.uk/kindle
Chapter 9
1 Reason, J. (2008) The Human Contribution – Unsafe Acts, Accidents and Heroic Recoveries, Farnham: Ashgate Publishing, pp. 29–46
2 Ibid. pp. 34–38
3 Wickens, C.D. and Hollands, J.G. (2000) Human Psychology and Engineering Performance, New Jersey: Prentice Hall, pp. 490–491
4 Schwartz, B. (2004) The Paradox of Choice, New York: Harper Perennial, pp. 2–75
5 Carnegie, D. (1984) How to Stop Worrying and Start Living, London: Vermilion, p. 53
Chapter 10
1 Lidwell, W., Holden, K. and Butler, J. (2003) Universal Principles of Design, Gloucester, Massachusetts: Rockport Publishers, p. 18
2 Peck, J. ‘Does Touch Matter? Insights From Haptic Research In Marketing’, within Krishna, A. (2010) Sensory Marketing, New York: Routledge, p. 24
3 Lwin, M.O. and Wijaya, M. ‘Do Scents Evoke the Same Feelings Across Cultures?’ ‘Exploring the Role of Emotions’, within Krishna, A. (2010) Sensory Marketing, New York: Routledge, p. 113
4 Herz, R.S. ‘The Emotional, Cognitive, and Biological Basics of Olfaction’, within Krishna, A. (2010) Sensory Marketing, New York: Routledge p. 101
5 http://adage.com/article/viewpoint/follow-nose-marketing-evolution/103233/
6 http://www.independent.co.uk/arts-entertainment/music/features/mind-the-bach-classical-music-on-the-underground-800483.html
7 http://www.businessweek.com/magazine/content/04_47/b3909094_mz017.htm
8 Cracknell, A. (2011) The Real Mad Men, London: Quercus, p. 45
9 http://www.thefatduck.co.uk/Heston-Blumenthal/Our-Philosophy/
10 http://www.thefatduck.co.uk/Heston-Blumenthal/Our-Awards/
11 http://www.toniandguy.com/pages/category/about-us/our-story
12 http://www.oxo.com/OurAwards.aspx
13 http://www.oxo.com/aboutOXO.aspx
14 http://www.wired.com/wired/archive/12.12/traffic.html
15 http://www.vivobarefoot.com/uk/about-us/
Chapter 11
1 http://www.closedpubs.co.uk/
2 Reisman, D. (1961) The Lonely Crowd, New Haven CT: Yale University Press, p. 188
3 http://www.guardian.co.uk/books/2011/feb/02/waterstones-to-close-20-branches
4 http://www.ft.com/cms/s/0/4d1551a8-2627-11e1-9ed3-00144feabdc0.html
5 http://www.trailfinders.com/media.nsf/awards?readform
6 http://www.forbes.com/2009/10/30/simon-cooper-ritz-leadership-ceonetwork-hotels.html
7 De Botton, A. (2005) Status Anxiety, London: Penguin Books
8 http://uxmag.com/articles/the-impossible-bloomberg-makeover
9 Tiger, L. (2000) The Pursuit of Pleasure, New Jersey: Transaction Publishers, p. 258
10 http://www.independent.co.uk/life-style/health-and-families/health-news/the-musthave-buggy-that-costs-more-than-a-secondhand-car-2266945.html
Chapter 12
1 Deci, I.L. and Ryan, R.M. (1985) Intrinsic motivation and self-determination in human behaviour, New York: Plenum Press
2 http://www.dailymobile.net/2009/09/20/power-to-you-vodafones-new-brand-add-campaign/
5 Chouinard, Y. (2006) Let My People Go Surfing, New York: Penguin Books, p. 90
6 http://www.sony.co.uk/hub/vaio-laptops (accessed 28 June 2012)
7 Ibid.
8 http://www.sony.co.uk/product/vn-c-series/vpccb3p1e
9 http://www.buildabear.co.uk/aboutus/ourcompany/ourstory.aspx
10 http://money.cnn.com/magazines/fortune/best-companies/2012/snapshots/62.html
Chapter 13
1 http://www.bbc.co.uk/news/business-15550428
2 http://www.bbc.co.uk/news/business-18015791
3 http://www.telegraph.co.uk/finance/jobs/9193958/Sony-to-cut-10000-jobs-worldwide.html
4 Niedenthal, P.M., Krauth-Gruber, S. and Ric, F. (2006) Psychology of Emotion, New York: Psychology Press, pp. 63–76
5 Ibid. p. 66
6 Ibid. p. 66
7 http://www.mclaren.com/home/what-we-do
8 http://www.autocar.co.uk/car-news/new-cars/mclaren-tweak-mp4-12c
9 http://www.autocar.co.uk/car-review/mclaren/mp4-12c/design
10 http://www.autocar.co.uk/car-review/mclaren/mp4-12c
11 http://www.evo.co.uk/news/evonews/269944/ferrari_458_beats_mclaren_mp412c.html
12 See note 8 above
13 Evans, D. (2001) Emotion – A Very Short Introduction, Oxford: Oxford University Press, p. 77
14 http://www.popeater.com/2010/07/23/inception-box-office/
15 http://boxofficemojo.com/movies/?page=main&id=inception.htm
16 http://www.newscenter.philips.com/main/standard/news/articles/20091013_rationalizer.wpd
17 http://www.dailymail.co.uk/news/article-2153738/Ferrari-built-Stirling-Moss-sells-record-breaking-22-7million-classic-car-auction.html
18 http://www.thenational.ae/lifestyle/motoring/test-driver-helps-puts-the-emotion-in-ferraris#page2
19 http://company.crocs.com/news/news-releases/
Chapter 14
1 http://www.telegraph.co.uk/technology/apple/9037186/Apple-is-worlds-most-valuable-company-after-iPhone-frenzy-drives-record-profits.html
2 http://www.forbes.com/sites/timworstall/2012/05/22/apple-still-the-worlds-most-valuable-brand/
3 http://www.informationweek.com/news/mobility/smart_phones/232301387
4 http://www.standard.co.uk/lifestyle/london-life/sir-jonathan-ive-the-iman-cometh-7562170.html
5 http://www.apple.com/hotnews/thoughts-on-flash/
6 http://www.telegraph.co.uk/technology/apple/9038087/Apple-iPhone-market-share-outpacing-Android.html