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Rejecting conventional "rational actor" theories, this dense volume of management theory argues that emotions deeply impact economics. Customer loyalty comes from a non-rational, even addictive "passion" (such that customers "can actually suffer from withdrawal" if "deprived of a specific brand") based on personal "emotional bonds" to a company's employees. Workers, in turn, must feel emotionally connected to managers who value their contributions and give talent its head. The authors, management consultants for the Gallup Organization, deploy a complicated theoretical apparatus-drawing on cognitive neuroscience and elaborate statistical analyses of mountains of survey data-to prove that companies profit when workers and customers feel appreciated and listened to. This is a welcome message, enlivened by anecdotes illustrating good employee relations, salesmanship and customer service, but in extolling "a management style that doesn't try to 'tell people what to do,'" the author's disparagement of training and organization in favor of "innate talent" and "emotional engagement" sometimes seems excessive. Worse, the passages celebrating "The Gallup Path" and the Gallup Organization's proprietary methodologies for assessing "talent themes" and emotional states read like excerpts from a brochure for the company's consulting services.
Copyright 2002 Reed Business Information, Inc. --This text refers to an out of print or unavailable edition of this title.
CURT COFFMAN is the coauthor of the New York Times business bestseller First, Break All the Rules and The Gallup Organization's Global Practice Leader for Q12 Management Consulting. GABRIEL GONZALEZ-MOLINA is The Gallup Organization's Global Practice Leader for Gallup Path Management. He holds a Ph.D. in social sciences.See all Editorial Reviews
As a manager I have been trying to find something of value in Coffman's books and have found nothing of value. Read morePublished 9 months ago by paxinterra
I loved the updated version. I have used this book for years. This is really part of my foundation in businesses. Read morePublished on December 1, 2012 by James H. Jones
One of the best books I've read on the subject. The amount of effort and research that went into this book is very impressive.Highly recommended.Published on May 2, 2012 by Photoeug
Well researched by the Gallop group that has been around for over 50 years. Gives you insight into what traits make a great company from an inside and outside perspectives -... Read morePublished on November 2, 2009 by Robert R. Rowntree
What a great book! Simple, straight-forward, and relevant to sales managers today. Follow This Path was recommended to me by a friend and fellow manager. Read morePublished on September 11, 2007 by Philip G. Trent
Like most management theory books this theory will probably be replaced by yet another but it does provide an interesting thought for human resources and management alike. Read morePublished on December 17, 2006 by Lehigh History Student
We use Gallup at my workplace. Gallup is an excellent organization and we're better for working with them. However, this was too much. It's not a book. It's a brochure. Read morePublished on March 15, 2005 by N. Lansing
If you are a leader in a company and need and/or don't know the principles in this book it is already too late. Read morePublished on July 17, 2003
This book puts it all together in a manner that you can actually put to practice. Many books are very theoretical but difficult to put into practice in your area of business. Read morePublished on July 1, 2003 by Bob D