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| The quotations in the text that appear without note numbers were obtained in the course of personal interviews. The sources for quotations are indicated in these notes. |
CHAPTER 1 |
| 1. |
Survey of 770 U.S. Corporations conducted by Garry Jacobs and Frederick Harmon in collaboration with American Management Association. |
| 2. |
From an article in The New York Times dated January 8, 1989. |
CHAPTER 4 |
| 3. |
The Vital Difference: Unleashing the Powers of Sustained Corporate Success, co-authored by Garry Jacobs and Frederick G. Harmon, AMACOM Books, 1985, p.27.
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| 4. |
Moments of Truth, by Jan Carlzon, Harper & Row, 1987, p.27. |
| 5. |
Moments of Truth, p.38. |
CHAPTER 5 |
| 6. |
All quotations on London Life are from an interview with Thompson-McCausland except those cited and footnoted from his book, Change, Business Performance and Values: The Experience of London Life, Ben Thompson-McCausland with Derek Biddle, Gresham College, England, 1985, p. 11. |
| 7. |
ibid., p. 17. |
| 8. |
Iacocca: An Autobiography, Lee Iacocca with William Novak, Bantam Books, 1984, p.141. |
| 9. |
Moments of Truth, p.121. |
| 10. |
Moments of Truth, p.121-126. |
CHAPTER 6 |
| 11. |
"America's Fastest Growing Companies," Fortune, May 23, 1988, p. 29-30. |
| 12. |
Ibid.,p.30. |
CHAPTER 7 |
| 13. |
"The Entrepreneur of the Decade," INC., April 1989, p. 120. |
| 14. |
"Companies that Serve You Best,"Fortune, December 7, 1987, p.81. |
| 15. |
"How Managers Can Succeed Through Speed," Fortune, February 13, 1989, p.30. |
CHAPTER 8 |
| 16. |
"Companies that Serve You Best," p.82-83. |
| 17. |
"Sky the Limit? Federal Express Corp. Is a Triumph of Free Enterprise," Barron's, February 8, 1988. |
CHAPTER 9 |
| 18. |
"Companies that serve you Best," p. 84. |
| 19. |
Fortune, June 8, 1987, p. 87. |
| 20. |
Pygmalion, George Bernard Shaw, Act V. |
CHAPTER 10 |
| 21. |
Moments of Truth, p. 32 |
| 22. |
ibid., p. 38. |
| 23. |
"How Managers Can Succeed through Speed," p. 32. |
CHAPTER 11 |
| 24. |
"Donald Eugene Petersen," in Current Biography, March 1988, p. 45. |
CHAPTER 14 |
| 25. |
"Can Ford Stay On Top?", Business Week, September 28, 1987, p.81. |
| 26. |
"Ford's Idea Machine," Newsweek, November 24, 1986, p.65. |
| 27. |
ibid., p. 66. |
| 28. |
"Old-Line Industry Shapes Up," Fortune, April 27, 1987, p. 23.
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| 29. |
"Ford's Idea Machine," p. 66. |
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