Endnotes

  1. 1. F. Janjoo, “The Difficulties with Facebook’s News Feed Overhaul,” New York Times Online, January 12, 2018; L. I. Alpert and B. Mullin, “Facebook Rethings Its News Feed,” Wall Street Journal, January 12, 2018, pp. B1+; and D. Seetharaman, “Zuckerberg Vows to Work on Fixing Facebook,” Wall Street Journal, January 5, 2018, pp. B1+.

  2. 2. From the Past to the Present box based on Dictionary.com Unabridged, based on the Random House Dictionary, © Random House, Inc. 2009, http://dictionary.reference.com/browse/manage; Online Etymology Dictionary, www.etymonline.com, June 5, 2009; P. F. Drucker, Management: Revised Edition (New York: HarperCollins Publishers, 2008); and F. W. Taylor, Principles of Scientific Management (New York: Harper, 1911), p. 44. For other information on Taylor, see S. Wagner-Tsukamoto, “An Institutional Economic Reconstruction of Scientific Management: On the Lost Theoretical Logic of Taylorism,” Academy of Management Review, January 2007, pp. 105–17; R. Kanigel, The One Best Way: Frederick Winslow Taylor and the Enigma of Efficiency (New York: Viking, 1997); and M. Banta, Taylored Lives: Narrative Productions in the Age of Taylor, Veblen, and Ford (Chicago: University of Chicago Press, 1993).

  3. 3. S. Stevenson, “Don’t Go to Work,” http://www.slate.com/articles/business/psychology_of_management/2014/05/best_buy_s_rowe_experiment_can_results_only_work_environments_actually_be.html, May 11, 2014; S. Miller, “Study: Flexible Schedules Reduce Conflict, Lower Turnover,” www.shrm.org, April 13, 2011; K. M. Butler, “We Can ROWE Our Way to a Better Work Environment,” EBN.BenefitNews.com, April 1, 2011, p. 8; P. Moen, E. L. Kelly, and R. Hill, “Does Enhancing Work-Time Control and Flexibility Reduce Turnover? A Naturally Occurring Experiment,” Social Problems, February 2011, pp. 69–98; and R. J. Erickson, “Task, Not Time: Profile of a Gen Y Job,” Harvard Business Review, February 2008, p. 19.

  4. 4. L. Stevens and E. E. Phillips, “More Amazon Orders, Fewer Boxes,” Wall Street Journal, December 21, 2017, p. B3.

  5. 5. H. Fayol, Industrial and General Administration (Paris: Dunod, 1916).

  6. 6. H. Mintzberg, The Nature of Managerial Work (New York: Harper & Row, 1973).

  7. 7. S. J. Carroll and D. A. Gillen, “Are the Classical Management Functions Useful in Describing Managerial Work?” Academy of Management Review, January 1987, p. 48.

  8. 8. See, for example, J. G. Harris, D. W. DeLong, and A. Donnellon, “Do You Have What It Takes to Be an E-Manager?” Strategy and Leadership, August 2001, pp. 10–14; C. Fletcher and C. Baldry, “A Study of Individual Differences and Self-Awareness in the Context of Multi-Source Feedback,” Journal of Occupational and Organizational Psychology, September 2000, pp. 303–19; and R. L. Katz, “Skills of an Effective Administrator,” Harvard Business Review, September–October 1974, pp. 90–102.

  9. 9. R. P. Tett, H. A. Guterman, A. Bleier, and P. J. Murphy, “Development and Content Validation of a ‘Hyperdimensional’ Taxonomy of Managerial Competence,” Human Performance 13, no. 3 (2000), pp. 205–51.

  10. 10. “Frequently Asked Questions,” U.S. Small Business Administration, www.sba.gov/advo, September 2008; T. L. Hatten, Small Business: Entrepreneurship and Beyond (Upper Saddle River, NJ: Prentice Hall, 1997), p. 5; L. W. Busenitz, “Research on Entrepreneurial Alertness,” Journal of Small Business Management, October 1996, pp. 35–44; and J. W. Carland, F. Hoy, W. R. Boulton, and J. C. Carland, “Differentiating Entrepreneurs from Small Business Owners: A Conceptualization,” Academy of Management Review 9, no. 2 (1984), pp. 354–59.

  11. 11. T. Nolan, “The No. 1 Employee Benefit That No One’s Talking About,” Gallup Inc., news.gallup.com, December 21, 2017.

  12. 12. State of the American Manager: Analytics and Advice for Leaders, Gallup Inc., http://www.gallup.com/services/182138/state-american-manager.aspx.

  13. 13. K. Tynan, “The Truth about Management,” TD, June 2017, pp. 48–51.

  14. 14. J. Hess and S. Olsen, “What Will Work Look Like in 2030?” Stratey+Business, www.strategy-business.com, December 18, 2017.

  15. 15. “Why Is the Gig Economy So Appealing?” TD, January 2018, p. 13; and “#GigResponsibly: The Rise of NextGen Work,” Manpower Group, 2017, http://www.manpowergroup.co.uk/the-word-on-work/gig-responsibly/.

  16. 16. J. Useem, “When Working from Home Doesn’t Work,” Atlantic, November 2017, pp. 26–28.

  17. 17. T. W. Martin, “May I Help You?” Wall Street Journal, April 23, 2009, p. R4.

  18. 18. H. Haddon, “Amazon’s Grocery Sales Get a Lift,” Wall Street Journal, January 17, 2018, p. B2.

  19. 19. “Contact the Staff of seattlepi.com,” http://www.seattlepi.com/pistaff/; and W. Yardley and R. Perez-Peña, “Seattle Paper Shifts Entirely to the Web,” New York Times Online, March 17, 2009.

  20. 20. F. F. Reichheld, “Lead for Loyalty,” Harvard Business Review, July–August 2001, p. 76.

  21. 21. J. Ringen, “MTV Strikes a Chord With Gen Z,” Fast Company, November 2017, pp. 48–52.

  22. 22. See, for instance, H. Ernst, W. D. Hoyer, M. Krafft, and K. Krieger, “Customer Relationship Management and Company Performance—The Mediating Role of New Product Performance,” Journal of the Academy of Marketing Science, April 2011, pp. 290–306; J. P. Dotson and G. M. Allenby, “Investigating the Strategic Influence of Customer and Employee Satisfaction on Firm Financial Performance,” Marketing Science, September–October 2010, pp. 895–908; R. Grewal, M. Chandrashekaran, and A. V. Citrin, “Customer Satisfaction Heterogeneity and Shareholder Value,” Journal of Marketing Research, August 2010, pp. 612–26; M. Riemann, O. Schilke, and J. S. Thomas, “Customer Relationship Management and Firm Performance: The Mediating Role of Business Strategy,” Journal of the Academy of Marketing Science, Summer 2010, pp. 326–46; and K. A. Eddleston, D. L. Kidder, and B. E. Litzky, “Who’s the Boss? Contending with Competing Expectations from Customers and Management,” Academy of Management Executive, November 2002, pp. 85–95.

  23. 23. See, for instance, S. Alguacil-Mallo, "A Customer-Centric State of Mind," TD, April 2018, pp. 38–42; C. B. Blocker, D. J. Flint, M. B. Myers, and S. F. Slater, “Proactive Customer Orientation and Its Role for Creating Customer Value in Global Markets,” Journal of the Academy of Marketing Science, April 2011, pp. 216–33; G. A. Gorry and R. A. Westbrook, “Once More, with Feeling: Empathy and Technology in Customer Care,” Business Horizons, March–April 2011, pp. 125–34; M. Dixon, K. Freeman, and N. Toman, “Stop Trying to Delight Your Customers,” Harvard Business Review, July–August 2010, pp. 116–22; D. M. Mayer, M. G. Ehrhart, and B. Schneider, “Service Attribute Boundary Conditions of the Service Climate-Customer Satisfaction Link,” Academy of Management Journal, October 2009, pp. 1034–50; B. A. Gutek, M. Groth, and B. Cherry, “Achieving Service Success through Relationships and Enhanced Encounters,” Academy of Management Executive, November 2002, pp. 132–44; Eddleston, Kidder, and Litzky, “Who’s the Boss? Contending with Competing Expectations from Customers and Management”; S. D. Pugh, J. Dietz, J. W. Wiley, and S. M. Brooks, “Driving Service Effectiveness through Employee-Customer Linkages,” Academy of Management Executive, November 2002, pp. 73–84; S. D. Pugh, “Service with a Smile: Emotional Contagion in the Service Encounter,” Academy of Management Journal, October 2001, pp. 1018–27; W. C. Tsai, “Determinants and Consequences of Employee Displayed Positive Emotions,” Journal of Management 27, no. 4 (2001), pp. 497–512; E. Naumann and D. W. Jackson Jr., “One More Time: How Do You Satisfy Customers?”, Business Horizons, May-June 1999, pp. 71-76; and M. D. Hartline and O. C. Ferrell, “The Management of Customer-Contact Service Employees: An Empirical Investigation,” Journal of Marketing, October 1996, pp. 52–70.

  24. 24. Technology and the Manager’s Job box based on D. Bennett, “I’ll Have My Robots Talk to Your Robots,” Bloomberg Businessweek, February 21–27, 2011, pp. 52–62; E. Spitznagel, “The Robot Revolution Is Coming,” Bloomberg Businessweek, January 17–23, 2011, pp. 69–71; G. A. Fowler, “Holiday Hiring Call: People vs. Robots,” Wall Street Journal, December 20, 2010, pp. B1+; A. Schwartz, “Bring Your Robot to Work Day,” Fast Company.com, November 2010, pp. 72–74; and P. J. Hinds, T. L. Roberts, and H. Jones, “Whose Job Is It Anyway? A Study of Human-Robot Interaction in a Collaborative Task,” Human-Computer Interaction, March 2004, pp. 151–81.

  25. 25. J. Bellini, “The Robot Revolution: Humanoid Potential—Moving Upstream,” Wall Street Journal Online, https://www.wsj.com/articles/the-robot-revolution-humanoid-potential-moving-upstream-1517221862; and A. Martin, “SoftBank, Alibaba Team Up on Robot,” Wall Street Journal Online, https://www.wsj.com/articles/pepper-softbanks-emotional-robot-goes-global-1434618111.

  26. 26. “The World’s 50 Most Innovative Companies,” Fast Company, March 2017.

  27. 27. N. Friedman, “Buffett’s New Lead- erat Dairy Queen,” Wall Street Journal, February 3–4, 2018, p. B3.

  28. 28. “Top 15 Most Popular Social Networking Sites,” http://www.ebizmba.com/articles/social-networking-websites, February 2015; and “Social Media Update 2014,” Pew Research Center, http://www.pewinternet.org/2015/01/09/social-media-update-2014/, January 9, 2015.

  29. 29. P. Leonardi and T. Neeley, “What Managers Need to Know about Social Tools,” Harvard Business Review, November–December 2017, pp. 118–26.

  30. 30. D. Ferris, “Social Studies: How to Use Social Media to Build a Better Organization,” Workforce Online, February 12, 2012.

  31. 31. A. Taylor III, “BMW Gets Plugged In,” Fortune, March 18, 2013, pp. 150–56.

  32. 32. KPMG Global Sustainability Services, Sustainability Insights, October 2007.

  33. 33. Vision 2050 Report, Overview, www.wbcsd.org/vision2050.aspx.

  34. 34. Symposium on Sustainability—Profiles in Leadership, New York, October 2001.

  35. 35. J.Harter and A. Adkins, “Employees Want a Lot More from Their Managers,” www.gallup.com/businessjournal, April 8, 2015.

  36. 36. R. Beck and J. Harter, “Why Great Managers Are So Rare,” www.gallup.com/businessjournal, March 26, 2014.

  37. 37. Ibid.

  38. 38. S. Bailey, “No Manager Left Behind,” Chief Learning Officer, February 2015, p. 30.

  39. 39. S. Y. Todd, K. J. Harris, R. B. Harris, and A. R. Wheeler, “Career Success Implications of Political Skill,” Journal of Social Psychology, June 2009, pp. 179–204; G. R. Ferris, D. C. Treadway, P. L. Perrewé, R. L. Brouer, C. Douglas, and S. Lux, “Political Skill in Organizations,” Journal of Management, June 2007, pp. 290–329; K. J. Harris, K. M. Kacmar, S. Zivnuska, and J. D. Shaw, “The Impact of Political Skill on Impression Management Effectiveness,” Journal of Applied Psychology, January 2007, pp. 278–85; and G. R. Ferris, D. C. Treadway, R. W. Kolodinsky, W. A. Hochwarter, C. J. Kacmar, C. Douglas, and D. D. Frink, “Development and Validation of the Political Skill Inventory,” Journal of Management, February 2005, pp. 126–52.

  40. 40. R. Abrams, “Walmart Is Accused of Punishing Workers for Sick Days,” New York Times Online, June 1, 2017.

  41. 41. L. Thomas, “As Wal-Mart Blitzes Internet Retail, Debate Rages over Company’s Impact on US Wages,” CNBC, https://www.cnbc.com/2017/04/20/wal-mart-still-front-and-center-of-debate-over-minimum-wages.html.

  42. 42. M. Corkery, “At Walmart Academy, Training Better Managers. But with a Better Future?” New York Times Online, August 8, 2017.

  43. 43. M. S. Plakhotnik and T. S. Rocco, “A Succession Plan for First-Time Managers,” T&D, December 2011, pp. 42–45; P. Brotherton, “New Managers Feeling Lost at Sea,” T&D, June 2011, p. 25; and “How Do We Help a New Manager Manage?” Workforce Management Online, June 16, 2011.

  44. 44. R. Trikha, “Zappos Says Bye to Managers—What if You Had No Boss?” www.cybercoders.com/insights/, January 7, 2014; G. Anders, “No More Bosses for Zappos (A Cautionary Tale),” jobs.aol.com/articles/, January 7, 2014; M. Wohlsen, “The Next Big Thing You Missed: Companies That Work Better without Bosses,” www.wired.com/business/, January 7, 2014; C. Sweeney and J. Gosfield, “No Managers Required: How Zappos Ditched the Old Corporate Structure for Something New,” www.fastcompany.com, January 6, 2014; J. McGregor, “Zappos Says Goodbye to Bosses,” www.washingtonpost.com/blogs/on-leadership/, January 3, 2014; J. Edwards, “Zappos Is Getting Rid of All Job Titles and Managers, but Some Bosses Will Still Decide Who Gets Paid What,” www.businessinsider.com/, January 2, 2014; A. Groth, “Zappos Is Going Holacratic: No Job Titles, No Managers, No Hierarchy,” qz.com/, December 30, 2013; R. E. Silverman, “Managers? Who Needs Those?” Wall Street Journal, August 7, 2013, pp. B1+; M. Shaer, “The Boss Stops Here,” nymag.com/news/features/, June 16, 2013; S. Wagreich, “A Billion Dollar Company with No Bosses? Yes, It Exists,” www.inc.com/, March 14, 2013; R. E. Silverman, “Who’s the Boss? There Isn’t One,” Wall Street Journal, June 20, 2012, pp. B1+; G. Hamel, “First, Let’s Fire All the Managers” Harvard Business Review Online, December 2011; and J. Badal, “Can a Company Be Run as a Democracy?” Wall Street Journal, April 23, 2007, p. B1.

  45. 45. Sweeney and Gosfield, “No Managers Required.”

  46. 46. Ibid.

  47. 47. D. Richards, “At Zappos, Culture Pays,” www.strategy-business.com/article, August 24, 2010.

  48. 48. Groth, “Zappos Is Going Holacratic.”

  49. 49. Anders, “No More Bosses for Zappos (A Cautionary Tale).”

  50. 50. R. E. Silverman, “At Zappos, Some Employees Find Offer to Leave Too Good to Refuse,” Wall Street Journal Online, May 7, 2015.

  51. 51. B. Wolff, “Three Lessons for Zappos CEO Tony Hseih from a 250-Year-Old Team,” Forbes Online, July 31, 2017; Z. Guzman, “Zappos CEO Tony Hsieh on Getting Rid of Managers,” CNBC Online, September 13, 2016; E. Bernstein, J. Bunch, N. Canner, and M. Lee, “Beyond the Holacracy Hype,” Harvard Business Review, July–August 2016, pp. 38–49; and J. Reingold, “How a Radical Shift Left Zappos Reeling,” Fortune Online, March 4, 2016.

  52. 52. M. Chafkin and I. King, “Dying Inside,” Bloomberg Businessweek, January 22, 2018, pp. 53–55.

  53. 53. Ibid.

  54. 54. A. Greenberg, “Meet ‘Project Zero,” Google’s Secret Team of Bug-Hunting Hackers,” Wired Online, https://www.wired.com/2014/07/google-project-zero/, July 15, 2014.

  55. 55. R. McMillan and L. Lin, “Intel Told China of Flaw before U.S., Wall Street Journal, January 29, 2018, pp. A1+.

  56. 56. Ibid.

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