Chapter 6: Culture Change: The Bedrock of Brand Development

1 Collins, Good to Great.

2 Corporate Reputations Survey, Fortune 13, no. 4 (March 6, 1995): 54–60.

3 Tom Peters and Robert Waterman, In Search of Excellence (New York: Harper Collins, 1982).

4 Matthew Dearnaley, "'Unfair' Redundancy to Cost EDS $72,000," New Zealand Herald, January 12, 2004. Kotter and Heskett also cite the example of Time Inc., which in 1989 successfully blocked a hostile takeover bid by Paramount, arguing that its culture would be destroyed or changed by the takeover. John P. Kotter and James L. Heskett, Corporate Culture and Performance (New York: Free Press, 1992), 10.

5 Ashok Gopal, "Disengaged Employees Cost Singapore $4.9 Billion," Gallup Management Journal, October 9, 2003.

6 Lyle Spencer, "Improvement in Service Climate Drives Increase in Revenue" (paper presented at a meeting of the Consortium for Research on Emotional Intelligence in Organizations, Cambridge, Massachusetts, April 19, 2001).

7 Kotter and Heskett, Corporate Culture and Performance.

8 Kotter and Heskett, Corporate Culture and Performance.

9 As cited in an interview with John Huey and Geoffrey Colvin. Jack Welch/ Herbert Kelleher Broadcast, Fortune, November 18, 1998.

10 Much has been written about emotional intelligence in recent years. We recommend the range of books by Daniel Goleman.

11 Private interview, August 2003.

12 Vodafone Staff Survey, April 2003. Percentages state the proportion of employees who "agreed" or "strongly agreed" with statements relating to these factors.