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　　分類: 图书,进口原版书,小说 Fiction ,

作者： Michael Levine 著

出 版 社： 艺洲

出版时间： 2006-11-1字数：版次： 1页数： 170印刷时间： 2006/11/01开本：印次： 1纸张： 胶版纸I S B N ： 9780446698481包装： 平装内容简介

Law-and-order criminology inspires this dour, hectoring treatise on the importance of sweating the small stuff in business. PR executive Levine, author of Guerrilla P.R., combines his professional concern for detailed image control with James Q. Wilson and George L. Kelling's theory that minor signs of disorder foster a climate of insecurity that causes decent folk to flee. He contends that a company's metaphorical "broken windows"—a confusing Web site, messy restrooms, peeling paint, nagging inconsistencies like "when the waiter at a Chinese restaurant is named Billy Bob"—signal an indifference to consumer satisfaction that repels customers. His remedies are fairly routine: deploy mystery shoppers to ferret out shortcomings, remember that first impressions are lasting, strive to "exceed expectations." What's unusual is his fanaticism, his demands that businesspeople cultivate "the obsessive, compulsive, almost violent need to find the flaws," even when others "deny such things exist or insist that they are unimportant and that you are being ridiculous." Such denials may indicate that "more employees should be getting fired," particularly those who don't smile or are otherwise "coasting, doing their time, merely existing" and infecting other workers with their "virus." Levine is one hard-nosed beat cop, but his strident, repetitive style and emotionally insensitive methods mean that many readers (and certainly their underlings) will find the book more demoralizing than motivating.

目录

Introduction

OneBroken Windows in Business

TwoCan McDonald's Be Saved?

ThreeObsession and Compulsion

FourHow the MighW Have Fallen

FiveExpectation vs. RealiW

Six Branding and Broken Windows

SevenThe Employee as Broken Window

EtgbtWhy Krispy Kreme Is Better Than Dunkin' Donuts (and Vice Versa)

NineFly the What Skies?

TenDoing It Right

ElevenDo You Google?

TwelveBroken Wires: Broken Windows on the Net

Thirteen The Public, Watchdog

Fourteen The Ultimate Broken Window

FifteenWhat a Difference a Pianist Makes

SixteenBroken Windows, No Building

Seventeen What's in It for... You?

The Broken Windows for Business Pledge

Index

 

 

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