Endnotes

  1. 1. P. Karasz, “After Technical Chaos, British Airways Looks to Restore Schedule,” New York Times Online, May 29, 2017.

  2. 2. “Domino’s Delivered Free Pizzas,” Springfield, Missouri News-Leader, April 3, 2009, p. 3B.

  3. 3. B. Hagenbaugh, “State Quarters Extra Leaf Grew Out of Lunch Break,” USA Today, January 20, 2006, 1B.

  4. 4. A. Pasztor, “Northrop Addresses Lapses,” Wall Street Journal, March 31/April 1, 2018, p. B3.

  5. 5. E. Paton, “H&M, a Fashion Giant, Has a Problem: $4.3 Billion in Unsold Clothes,” New York Times Online, March 27, 2018.

  6. 6. Reuters, “McDonald’s Japan Apologizes after Tooth, Plastic Found in Food,” New York Times Online, January 7, 2015.

  7. 7. C. Jasper, E. Pfanner, L. Patton, and R. Weiss, “At KFC, A Bucketful of Trouble,” Bloomberg BusinessWeek, March 5, 2018, pp. 20–21.

  8. 8. R. McMillan, “Hack of Saudi Plant Targeted Safety System,” Wall Street Journal, January 19, 2018, p. B4.

  9. 9. A. Mandell, “Academy Will Keep Accounting Firm PwC for Next Oscars,” USA Today-Springfield, Missouri News-Leader, March 30, 2017, p. 7B.

  10. 10. B. Horovitz, “Gross Photo with Wendy’s Frosty Is Latest to Go Viral,” USA Today, June 14, 2013, p. 2B; and S. Clifford, “Video Prank at Domino’s Taints Brand,” New York Times Online, April 16, 2009.

  11. 11. SmartPulse, “Where Does the Biggest Threat to Your Organizations Come From?” www.smartbrief.com/leadership, May 12, 2015.

  12. 12. J. F. Van Niekerk and R. Von Solms, “Information Security Culture: A Management Perspective,” Computers & Security, June 2010, pp. 476–86; T. Vinas and J. Jusko, “5 Threats That Could Sink Your Company,” Industry Week, September 2004, pp. 52–61; “Workplace Security: How Vulnerable Are You?” special section in Wall Street Journal, September 29, 2003, pp. R1–R8; P. Magnusson, “Your Jitters Are Their Lifeblood,” Business Week, April 14, 2003, p. 41; and T. Purdum, “Preparing for the Worst,” Industry Week, January 2003, pp. 53–55.

  13. 13. A. Dalton, “Rapid Recovery,” Industry Week, March 2005, pp. 70–71.

  14. 14. L. Dishman, “This New Platform Lets Your Coworkers Rate You Whether You Like It or Not,” Fast Company Online, May 2, 2017.

  15. 15. B. Nelson, “Long-Distance Recognition,” Workforce, August 2000, 50–52.

  16. 16. D. Auerbach, “Watch for Workplace Productivity Killers,” Springfield, Missouri, News-Leader, July 13, 2014, p. 1G.

  17. 17. S. Kerr, “On the Folly of Rewarding A, While Hoping for B,” Academy of Management Journal, December 1975, pp. 769–83; and N. F. Piercy, D. W. Cravens, N. Lane, and D. W. Vorhies, “Driving Organizational Citizenship Behaviors and Salesperson In-Role Behavior Performance: The Role of Management Control and Perceived Organizational Support,” Journal of the Academy of Marketing Science, Spring 2006, pp. 244–62.

  18. 18. Classic Concepts in Today’s Workplace box based on H. Min and H. Min, “Benchmarking the Service Quality of Fast-Food Restaurant Franchises in the USA,” Benchmarking: An International Journal, April 2011, pp. 282–300; R. Pear, “A.M.A. to Develop Measure of Quality of Medical Care,” New York Times Online, February 21, 2006; A. Taylor III, “Double Duty,” Fortune, March 7, 2005, pp. 104–10; C. Bogan and D. Callahan, “Benchmarking in Rapid Time,” Industrial Management, March–April 2001, pp. 28–33; and L. D. McNary, “Thinking about Excellence and Benchmarking,” Journal for Quality and Participation, July–August 1994.

  19. 19. H. Koontz and R. W. Bradspies, “Managing through Feedforward Control,” Business Horizons, June 1972, pp. 25–36.

  20. 20. M. Helft, “The Human Hands behind the Google Money Machine,” New York Times Online, June 2, 2008.

  21. 21. J. Yang and S. Music, “Micromanaging,” USA Today, August 8, 2014, 1B.

  22. 22. B. Caulfield, “Shoot to Kill,” Forbes, January 7, 2008, pp. 92–96.

  23. 23. W. H. Newman, Constructive Control: Design and Use of Control Systems (Upper Saddle River, NJ: Prentice Hall, 1975), 33.

  24. 24. 2015 Data Breach Investigations Report, http://www.verizonenterprise.com/DBIR/2015/, May 31, 2015.

  25. 25. B. Grow, K. Epstein, and C.-C. Tschang, “The New E-Spionage Threat,” Business Week, April 21, 2008, pp. 32–41; S. Leibs, “Firewall of Silence,” CFO, April 2008, pp. 31–35; J. Pereira, “How Credit-Card Data Went out Wireless Door,” Wall Street Journal, May 4, 2007, pp. A1+; and B. Stone, “Firms Fret as Office E-Mail Jumps Security Walls,” New York Times Online, January 11, 2007.

  26. 26. SmartPulse, “How Well Do You Give Difficult Feedback?” Smart Brief on Leadership, www.smartbrief.com/leadership, December 3, 2014.

  27. 27. E. R. Iselin, J. Sands, and L. Mia, “Multi-Perspective Performance Reporting Systems, Continuous Improvement Systems, and Organizational Performance,” Journal of General Management, Spring 2011, pp. 19–36; L. Elmore, “The Balanced Business,” Women in Business, Spring 2011, pp. 14–16; D. Agostino and M. Arnaboldi, “How the BSC Implementation Process Shapes Its Outcome,” International Journal of Productivity & Performance Management, January 2011, pp. 99–114; R. S. Kaplan and D. P. Norton, “How to Implement a New Strategy without Disrupting Your Organization,” Harvard Business Review, March 2006, pp. 100–09; L. Bassi and D. McMurrer, “Developing Measurement Systems for Managers in the Knowledge Era,” Organizational Dynamics, May 2005, pp. 185–96; G. M. J. DeKoning, “Making the Balanced Scorecard Work (Part 1),” Gallup Brain, July 8, 2004, www.brain.gallup.com; G. M. J. DeKoning, “Making the Balanced Scorecard Work (Part 2),” Gallup Brain, August 12, 2004, www.brain.gallup.com; K. Graham, “Balanced Scorecard,” New Zealand Management, March 2003, pp. 32–34; K. Ellis, “A Ticket to Ride: Balanced Scorecard,” Training, April 2001, p. 50; and T. Leahy, “Tailoring the Balanced Scorecard,” Business Finance, August 2000, pp. 53–56.

  28. 28. J. Yaukey and C. L. Romero, “Arizona Firm Pays Big for Workers’ Digital Downloads,” Associated Press, Springfield, Missouri, News-Leader, May 6, 2002, p. 6B.

  29. 29. Information on Hoovers Online, June 17, 2011, www.hoovers.com; and N. Shirouzu and J. Bigness, “7-Eleven Operators Resist System to Monitor Managers,” Wall Street Journal, June 16, 1997, p. B1.

  30. 30. Managing Technology in Today’s Workplace box based on C. A. Ciocchetti, “The Eavesdropping Employer: A Twenty-First-Framework for Employee Monitoring,” American Business Law Journal, Summer 2011, pp. 285–369; G. M. Amsler, H. M. Findley, and E. Ingram, “Performance Monitoring: Guidance for the Modern Workplace,” Supervision, January 2011, pp. 16–22; T. Harbert, “When IT Is Asked to Spy,” ComputerWorld Online, October 11, 2010; D. Searcey, “Employers Watching Workers Online Spurs Privacy Debate,” Wall Street Journal, April 23, 2009, p. A13; D. Darlin, “Software That Monitors Your Work, Wherever You Are,” New York Times Online, April 12, 2009; S. Boehle, “They’re Watching You,” Training, September 2008, pp. 23+; S. Shellenbarger, “Work at Home? Your Employer May Be Watching You,” Wall Street Journal, July 30, 2008, pp. D1+; J. Jusko, “A Watchful Eye,” Industry Week, May 7, 2001, p. 9; “Big Brother Boss,” U.S. News and World Report, April 30, 2001, p. 12; and L. Guernsey, “You’ve Got Inappropriate E-Mail,” New York Times, April 5, 2000, pp. C1+.

  31. 31. A. R. Carey and P. Trap, “Wasting Work Time Online?” USA Today, October 18, 2014, p. 1A.

  32. 32. “2007 Electronic Monitoring & Surveillance Survey,” American Management Association, www.amanet.org.

  33. 33. S. Armour, “Companies Keep an Eye on Workers’ Internet Use,” USA Today, February 21, 2006, p. 2B.

  34. 34. B. White, “The New Workplace Rules: No Video-Watching,” Wall Street Journal, March 4, 2008, pp. B1+.

  35. 35. Ibid.

  36. 36. N. Lugaresi, “Electronic Privacy in the Workplace: Transparency and Responsibility,” International Review of Law, Computers, & Technology, July 2010, pp. 163–73; P.-W. Tam, E. White, N. Wingfield, and K. Maher, “Snooping E-Mail by Software Is Now a Workplace Norm,” Wall Street Journal, March 9, 2005, pp. B1+; D. Hawkins, “Lawsuits Spur Rise in Employee Monitoring,” U.S. News & World Report, August 13, 2001, p. 53; and Guernsey, “You’ve Got Inappropriate Mail.”

  37. 37. S. Armour, “More Companies Keep Track of Workers’ E-Mail,” USA Today, June 13, 2005, 4B; and E. Bott, “Are You Safe? Privacy Special Report,” PC Computing, March 2000, pp. 87–88.

  38. 38. A. M. Bell and D. M. Smith, “Theft and Fraud May Be an Inside Job,” Workforce Online, www.workforce.com (December 3, 2000).

  39. 39. C. C. Verschoor, “New Evidence of Benefits from Effective Ethics Systems,” Strategic Finance, May 2003, pp. 20–21; and E. Krell, “Will Forensic Accounting Go Mainstream?” Business Finance, October 2002, pp. 30–34.

  40. 40. B. Mirza, “Combat Costly Discrimination, Employee Fraud, Theft,” HR Magazine, February 2011, p. 14; and S. E. Needleman, “Businesses Say Theft by Their Workers Is Up,” Wall Street Journal, December 11, 2008, p. B8.

  41. 41. J. Greenberg, “The STEAL Motive: Managing the Social Determinants of Employee Theft,” in R. Giacalone and J. Greenberg (eds.), Antisocial Behavior in Organizations (Newbury Park, CA: Sage, 1997), pp. 85–108.

  42. 42. M. S. Hershcovis, “Incivility, Social Undermining, Bullying . . . Oh My! A Call to Reconcile Constructs within Workplace Aggression Research,” Journal of Organizational Behavior, April 2011, pp. 499–519; B. E. Litzky, K. A. Eddleston, and D. L. Kidder, “The Good, the Bad, and the Misguided: How Managers Inadvertently Encourage Deviant Behaviors,” Academy of Management Perspective, February 2006, pp. 91–103; “Crime Spree,” BusinessWeek, September 9, 2002, p. 8; B. P. Niehoff and R. J. Paul, “Causes of Employee Theft and Strategies That HR Managers Can Use for Prevention,” Human Resource Management, Spring 2000, pp. 51–64; and G. Winter, “Taking at the Office Reaches New Heights: Employee Larceny Is Bigger and Bolder,” New York Times, July 12, 2000, pp. C1+.

  43. 43. K. Aho, “A Highly Effective, Very Low-Tech Way to Stop Fraud,” Bloomberg, August 11, 2014, http://www.bloomberg.com/bw/articles/2014-08-11/to-stop-fraud-employee-tip-hotlines-are-remarkably-effective.

  44. 44. This section is based on J. Greenberg, Behavior in Organizations, 10th ed. (Upper Saddle River, NJ: Prentice Hall, 2011).

  45. 45. A. H. Bell and D. M. Smith, “Why Some Employees Bite the Hand That Feeds Them,” Workforce Online, December 3, 2000, www.workforce.com.

  46. 46. Litzky et al., “The Good, the Bad, and the Misguided”; A. H. Bell and D. M. Smith, “Protecting the Company against Theft and Fraud,” Workforce Online, December 3, 2000; J. D. Hansen, “To Catch a Thief,” Journal of Accountancy, March 2000, pp. 43–46; and J. Greenberg, “The Cognitive Geometry of Employee Theft,” in Dysfunctional Behavior in Organizations: Nonviolent and Deviant Behavior (Stamford, CT: JAI Press, 1998), pp. 147–93.

  47. 47. T. K. Garrett, “Subduing Violence at Work: Setting Policies to Help Safe- guard the Workplace,” March 18, 2015, http://www.workforce.com/articles/21201-subduing-violence-at-work-setting-policies-to-help-safeguard-the-workplace; G. Botelho, “Workplace Violence: Know the Numbers, Risk Factors and Possible Warning Signs,” September 28, 2014, http://www.cnn.com/2014/09/27/us/workplace-violence-questions-answers/; L. Copeland and D. Stanglin, “‘Rambo’ Gunman Injures 6 at FedEx Facility,” USA Today Online, April 29, 2014; R. Rivera and L. Robbins, “Troubles Preceded Connecticut Workplace Killing,” New York Times Online, August 3, 2010; J. Griffin, “Workplace Violence News,” July 16, 2010, www.workplaceviolencenews.com; and J. Smerd, “Workplace Shootings in Florida, Texas Again Put Focus on Violence on the Job,” Workforce Management Online, November 6, 2009.

  48. 48. “Workplace Homicides from Shootings,” U.S. Bureau of Labor Statistics, January 2013, http://www.bls.gov/iif/oshwc/cfoi/osar0016.htm.

  49. 49. J. McCafferty, “Verbal Chills,” CFO, June 2005, p. 17; S. Armour, “Managers Not Prepared for Workplace Violence,” July 15, 2004, pp. 1B+; and “Workplace Violence,” OSHA Fact Sheet, U.S. Department of Labor, Occupational Safety and Health Administration, 2002.

  50. 50. “Ten Tips on Recognizing and Minimizing Violence,” Workforce Management Online, December 3, 2000.

  51. 51. “Bullying Bosses Cause Work Rage Rise,” Management Issues News, January 28, 2003, www.management-issues.com.

  52. 52. C. Cosh, “Keep a Close Eye Out for the Signs,” Macleans, December 27, 2010, p. 24; and R. McNatt, “Desk Rage,” BusinessWeek, November 27, 2000, p. 12.

  53. 53. M. Gorkin, “Key Components of a Dangerously Dysfunctional Work Environment,” Workforce Online, December 3, 2000, www.workforce.com.

  54. 54. L. D. Lieber, “HR’s Role in Preventing Workplace Violence,” Employment Relations, Winter 2011, pp. 83-88; Cosh, “Keep a Close Eye Out for the Signs”; “Ten Tips on Recognizing and Minimizing Violence,” Workforce Management Online, December 3, 2000; A. C. Klotz and M. R. Buckley, “Where Everybody Knows Your Name: Lessons from Small Business about Preventing Workplace Violence,” Business Horizons, November 2010, pp. 571–79; M. Gorkin, “Five Strategies and Structures for Reducing Workplace Violence,” Workforce Management Online, December 3, 2000; “Investigating Workplace Violence: Where Do You Start?” Workforce Management Online, December 3, 2000; and “Points to Cover in a Workplace Violence Policy,” Workforce Management Online, December 3, 2000.

  55. 55. Based on N. Pelusi, “Dealing with Difficult People,” Psychology Today, September–October 2006, pp. 68–69; and R. I. Sutton, The No Asshole Rule: Building a Civilized Workplace and Surviving One That Isn’t (New York: Business Plus, 2007).

  56. 56. A. Carr, “Chipotle Eats Itself,” Fast Company Online, October 16, 2016; D. Alba, “Chipotle’s Health Crisis Shows Fresh Food Comes at a Price,” Wired Magazine Online, January 15, 2016; and S. Berfield, “Inside Chipotle’s Contamination Crisis,” Bloomberg Online, December 22, 2015.

  57. 57. E. Dockterman, “Chipotle Will Briefly Close All Its Restaurants to Address Food Safety Issue,” Time Magazine Online, January 15, 2016.

  58. 58. J. Jargon, “Chipotle Founder to Step Down as CEO,” Wall Street Journal Online, November 30, 2017.

  59. 59. R. Feintzeig, “Everything Is Awesome! Why You Can’t Tell Employees They’re Doing a Bad Job,” Wall Street Journal Online, February 10, 2015; TciiStrategic and Management Consultants, “Why Positive Feedback Is Crucial to High Performance,” May 13, 2013, http://www.businesszone.co.uk/blogs/tcii/tcii-strategic-and-management-consultants/why-positive-feedback-crucial-high-performance; and C. M. Phoel, “Feedback That Works,” Harvard Business Review, April 27, 2009, https://hbr.org/2009/04/feedback-that-works/.

  60. 60. “About Tesla,” June 8, 2018, www.tesla.com.

  61. 61. S.Banker, “Tesla’s Disappointing Earnings Highlight Problems in Scaling Production,” Forbes Online, May 3, 2018.

  62. 62. J. D. Stoll, “Tesla’s Factory in a Fishbowl,” Wall Street Journal Online, May 8, 2018.

  63. 63. L. Denning, “What If Tesla Runs Out of Gas?” Bloomberg Businessweek, April 23, 2018, pp. 17–19.

  64. 64. Stoll, “Tesla’s Factory in a Fishbowl.”

  65. 65. L. Poultney, “Hey, Tesla, How Hard Can It Be to Actually Make a Car?” Wired UK Online, April 22, 2018.

  66. 66. Stoll, “Tesla’s Factory in a Fishbowl.”

  67. 67. Ibid.; and Poultney, “Hey, Tesla, How Hard Can It Be to Actually Make a Car?”

  68. 68. C. Grant, “Tesla’s Numbers Are More Dramatic than Its CEO,” Wall Street Journal, May 7, 2018, p. B10.

  69. 69. T. Higgins and S. Goldfarb, “Big Test for Tesla as Officials Step Away,” Wall Street Journal, May 14, 2018, pp. A1+.

  70. 70. N. Bomey, “Musk All Smiles After Tesla Model 3 Output Hits Target,” USA Today-Springfield, Missouri News-Leader, July 3, 2018, p. 3B; T. Higgins, “Tesla Hits Model 3 Production Goal,” Wall Street Journal, July 2, 2018, p. B2; and T. Higgins and S. Pulliam, “Deadline Places Musk In ‘Production Hell,’” Wall Street Journal, June 28, 2018, pp. A1+.

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