Endnotes

Introduction

1. See, for example, the results of a survey of seventy-five investment analysts in John P. Kotter and James L. Heskett, Corporate Culture and Performance (New York: The Free Press, 1992), p. 36.

2. See John H. Fleming and Jim Asplund, Human Sigma: Managing the Employee-Customer Encounter (New York: Gallup Press, 2007), p. 161. Fleming and Asplund define engagement in terms of responses to questionnaire items such as “knowledge of what is expected of me,” “recognition in the past seven days,” “my opinions count,” and “opportunities (exist) to learn and grow (on the job).”

3. Baruch Lev, Intangibles: Management, Measurement, and Reporting (Washington, D.C.: Brookings Institution Press, 2001).

4. Interview with Fritz Henderson, ...

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