firms of endearment.pdf

339.138 65.050

34

Pearson Education, Inc, Wharton School Publishing (One Lake Street, Upper Saddle River, NJ 07458 U.S.A.)Authorized translation from the English language edition, entitled FIRMS OF ENDEARMENT: HOW WORLD-CLASS COMPANIES PROFIT FROM PASSION AND PURPOSE, 1st Edition, ISBN 9/780131873728, by SISODIA, RAJENDRA S., WOLFE, DAVID B., SHETH, JAGDISH N., published by Pearson Education Inc., publishing as Wharton School Publishing, Copyright 2007by RajendraS. Sisodia, David B. Wolfe, Jagdish N. Sheth Publishing as Wharton School Publishing Upper Saddle River, New Jersey 07458.All Rights Reserved. No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording or by any information storage retrieval system, without permission from Pearson Education, Inc. RUSSIAN language edition published by BALANCE BUSINESS BOOKS, Copyright 2011. . .

Cicoflia ., ., 1 .

34 , . ' / . . ; . . . , . . . - : , 2011. - 336 .

ISBN 978-0-13-187372-8 (Wharton School Publishing)ISBN 978-966-415-040-5 ( )

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339.138 65.050

ISBN 978-0-13-187372-8 2007 by Rajendra S. Sisodia, David B. Wolfe,Jagdish N. Sheth Publishing as Wharton School Publishing Upper Saddle River,New Jersey 07458

ISBN 978-966-415-040-5 , 2011

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1 Washington Post Radical Evolution: The Promise and Pril of Enhancing Our Minds, Our Bodies - and What it Means to Be Human ( Doubleday, 2004, . 3) : , , , , . - , .

2 . www.worldreference.com.3 Andrew Delbanco, The real American Dream: AM editation on , Harvard University

Press, 1999, . 4.

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4 Pierre Levy, Collective Intelligence, Perseus Book Group, 2000, . 4.5 -,

Hallmark Cards, : , , , , - , . , . ( , . - . .). (http ://re- tailindustry.about.eom/od/retail_trends/a/bl_trends2005htm). , Yankelovich Monitor. 2002 Yankelovich Monitor , : , . (David V. Wolfe, Robert Snyder, Ageless Marketing: Strategies for Reaching the Hearts and Minds o f the New Customer Majority, Dearborn Trade publishing, 2004, . 20).

6 Sophia A. Muirhead, Charles J. Bennett, Ronald E. Berenbeim, Amy Kao, David Vidal, Corporate Citizenship in the New Century: Accountability, Transparency and Global Stakeholder Engagement, R-1314-02-RR, New York: Conference Board, 2002.

7 Gregg Easterbrook, The Progress Paradox: How Life Gets Better While People Feel Worse, Random House, 2003, . 317.

8 Lee Bowman, The Dawn of Grandparents Proved Positive for Humans , Seattle Post-Intelligence, July 6, 2004 (http://seattlepi.nwsource.com/national/180825_wis- dom06.html).

9 Abraham H. Maslow, Toward a Psychology of Being, Van Nostrand Reinhold Company, New York, Second Edition, 1968, . 26.

10 Daniel H. Pink, A Whole New Mind: Moving from the Information Age to the Conceptual Age, Riverhead Books division o f Penguin, New York, 2005.

11 Collective Intelligence: Mankinds Emerging World in Cyberspace (Perseus Books, 2000) , X XI . : , , XXI . The End of Science. , , -

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1 Ronald W. Clement, The Lessons From Stakeholder Theory for U. S. Business Leaders,

Business Horizons, (2005) 48, pp. 255-264/2 www.saatchikevin.com/workingit/myra_stark_report2002.html, 2002.3 Where Wal-Mart Cant Dance: Changing the Rules o f the Game, HartBeat, March 25,

2004 by The Hartman Group, Inc.

24 ,

4 Antonio Damasio, Descartes Error: Emotion, Reason and the Human Brain, Grosset/ Putnam, 1994, Chapter 3. , (. 51). , , . . , .

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- , Good Business: Leadership, Flow and the M aking o f M eaning ; The Soul of Capitalism: Opening Paths to a Moral Economy, Liberating the Corporate Soul: Building a Visionary Organization Compassionate Capitalism: How Corporations Can M ake Doing Good an Integral Part o f Doing Well. , , , 8.

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, , The W ealth o f Nations. , , . , , 15. , Smith & Hawken, , , . , , ( ).

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1, , - SRM (stakeholder relationship management - ). Strategic M anagem ent: A Stakeholder Approach , , . , , . , .

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, - , . , - , . : (Sony ), (Disney ), (Wal-Mart ) (Ford, ), 19. 2001 . .

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2 " , , 39

I , . - , 24. XXI - .

1983 Frames o f Mind: The Theory of Multiple Intelligence, . : ? 1990 Emotional Intelligence ( ). , 25. , New York Times. 1995 Emotional Intelligence: Why It Can M atter More Than IQ . 1998 Working with Emotional Intelligence26.

(E I ) , , . , ( ), () ( )27. , , 28. , .

.

40 ,

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, , , 29. , , . . , , . , , 30.

, , , . , , , . , , 31.

Primal Leadership: Realizingthe Power o f Emotional Intelligence, 2002 , , 3871 . , , - . . , . , 70% , , , 20-30% 32.

I ' 2 , , 41

I , - . , . , , - . . , , . , - , . - , . , . . , . , . , .

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, . . American Heritage Dictionary

2 , , 43

, 36. , , . , .

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2 , , 45

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, . - , . , . , , , , . Working with Emotional Intelligence 500 . , , , , , 43.

, , , . ? ? , , . , ? , .

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, , , , . , , , . , , . Patagonia, . 20% , , (

2 , , 47

) 50% 47.

, , 35 . , Star Trek ( ). , . , Star Trek , - . , . , . . . , , ( ) 48.

, , , 49. , . - , , , , . , , , . , , . , ? : . , .

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48 ,

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, 1996 The Loyalty E ffect: The Hidden Force Behind Growth, Profits and Easing Values0. , . , , . . , -, , - -. , - .

, , , , . , . . , .

2 , , 49

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2 Claudia H. Deutsch, New Surveys Show That Big Business Has a P.R. Problen11 ^ ewYork Times, December 9, 2005.

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6 John L. Perry, What Matters Most, 9

http://www.newsmax.com/archives/articles/2003/6/18/155248.shtml, Jun. IS 7 Rick Warren, The Purpose Driven Life: What on Earth Am I Here For. Zorlt e^rvan

Publishing, 2002.8 Mark Benioff, Karen Southwick, Compassionate Capitalism: How Corporation Cain Mafte

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, . Our Common Future. 1987 .

1 1 , , , / - , , . ]^ 7 7 ^ !Organism (1934 .). , , , ^ . , , pai, ,

50 ,

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2 2 Michelle Conlin, At Costco, Good Jobs and Good Wages, Business Week Online, May 31, 2004.

2 3 J. R. Newman, The World of Mathematics, Simon & Schuster, 1956.2 4 L. Melita Prati, Ceasar Douglas, Gerald R. Ferris, Anthony P. Ammeter, M. Ronald

Buckley (2003), Emotional Intelligence, Leadership Effectiveness, and Team Outcomes, International Journal o f Organizational Analysis, Volume 11, Issue 1, pp. 21-40.

2 5 PeterSaloveyand JohnD.Mayer(1990), EmotionalIntelligence, Imagination,Cognition and Personality, Volume 9, Issue 3, pp. 1&5-211; Daniel J. Svyantek and M. Afzalur Rahim (2002), Links Between Emotional Intelligence and Behavior in Organizations: Findings From Empirical Studies, International Journal of Organizational Analysis, Volume 10, Issue 4, pp. 299-301.

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2 7 Cliona Diggins (2004), Emotional Intelligence: The Key to Effective Performance, Human Resource Management International Digest, Volume 12, Issue 1, p. 33.

2 8 Stephen Bernhut (2002), Primal Leadership, with Daniel Goleman, Ivey Business Journal, May/June, Volume 6 6 , Issue 5, pp. 14-15.

2 9 Ranjit Voola, Jamie Carlson, Andrew West (2004), Emotional Intelligence and Competitive Advantage: Examining the Relationship from a Resource-Based View, Strategic Change, Mar/Apr, Volume 13, Issue 2, pp. 83-93.

3 0 Susan P. Gantt and Yvonne M. Agazarian (2004), Systems-Centered Emotional Intelligence: Beyond Individual Systems to Organizational Systems, Organizational Analysis, Volume 12, Issue 2, pp. 147-169.

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. , .

4 3 Daniel Goleman, Working with Emotional Intelligence, Bantam Books, 1998.4 4 Serving the Ageless Market (McGraw-Hill, 1990)

. 17 , ,

2 , , 51

. . . .

15 Possidonia F. D. Gontijo, Janice Rayman, Shi Zhang, Eran Zaidel, Brain and Language, Vol. 82, Issue 3, September 2002, pp. 327-343.

16 - , , , , , , , . , , . , . , , . , .

4 7 Forest Reinhardt, Ramon Casadesus-Masanell, Debbie Freier, Patagonia, Harvard Business School Case 703035.

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and Lasing Values, Harvard Business School Press, 1996.

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The End of Business As Usual, Perseus Books, 2000.1 7 John K. Teahen, Jr., Ford Should Change Explorer Name, Automotive News, July 23,

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8 www.wegmans.com www.wegmans.com/about/pressRoom/pressRe- lease/FortuneToplOO.asp?sd=home&dt=toplOO.

5 ,

100 ,

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1 Chuck Salter, Customer Service: Commerce Bank, Fast Company, May 2002, p. 80.2 .3 James A. Authry, Love and Profit: The A rt of Caring Leadership, Avon Books, New York,

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Age, Riverhead Books division of Penguin, New York, 2005, p. 51.

130 ,

5 .6 http://www.thefreedictionary.com/love.7 James A. Authry, Love and Profit: The Art of Caring Leadership, Avon Books, New York,

1991, p. 19.8 Tim Sanders, Love is the KillerApp: How to W in Business and Influence Friends, Crown

Business, 2002.9 Kevin Roberts, Lovemarks: The Future Beyond Brands, PowerHouse Books, New York,

2004, p. 49.10 Bill Brenn, Desire: Connecting with What Consumers Want, Fast Company, Feb. 2003,

p. 86.11 Daniel J. Levinson, The Seasons o f a M a n s Life, Ballantine Books, 1978, p. 223.12 Abigail Trafford, M y Time: M aking the M ost o f the Rest o f Your Life, Basic Books,

2003.13 Edgar H. Sehein, Organizational Psychology, Englewood Cliffs, NJ, Prentice Hall.14 Ashley Jones, House Calls, Corporate Counsel, Oct. 1, 2004.15 Frederick F. Reichheld, The Loyalty E ffect: The Hidden Force Behind Growth, Profits

and Lasting Value, Harvard Business School Press, 1996. , . , .

16 Elizabeth J. Rozell, Charles . Pettijohn, R. Stephen Parker (2004), Customer-Oriented Selling: Exploring the Roles of Emotional Intelligence and Organizational Commitment, Psychology & Marketing, June, Volume 21, Issue 6, p. 405.

17 Eduardo Araiza, Pablo Cardona, LL Bean Latin America, International Graduate School of M anagem ent, Case #ISE088.

18 Jim Hightower, A Corporation That Breaks the Greed Mold, Working for Change, http://www.workingforchange.com/article.cfm?itemid=16603, July 17, 2005.

19 . .20 Stephen Greenhouse, How Costco Became the Anti-Wal-Mart, New York Times, Jul.

17,2005.21 ' .22 .

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