Introduction and Overview of the Five Keys

1. Jody Hoffer Gittell, The Southwest Airlines Way: Using the Power of Relationships to Achieve High Performance (New York: McGraw-Hill, 2003), p. 85.

Why Care about Powerful Business Relationships?

1. Margaret J. Wheatley, Leadership and the New Science: Learning about Organization from an Orderly Universe (San Francisco: Barrett-Koehler, 1994), pp. 38–39.

2. Howard B. Beckman, Kathryn M. Markakis, Anthony L. Suchman, and Richard M. Frankel, “The Doctor-Patient Relationship and Malpractice: Lessons from Plaintiff Depositions,” JAMA Internal Medicine 154(12):1365–1370, 1994. (We paraphrased in this section.)

3. W. Edwards Deming, Out of the Crisis (Cambridge, MA: MIT Press, 1986), p. 121.


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