High-Performers : Recruiting and Retaining Top Employees

by Dubinsky, Alan J.; Skinner, Steven J.

• ISBN13: 9780324200966
• ISBN10: 032420096X
• Edition: 1st
• Format: Hardcover
• Copyright: 2003-08-14
• Publisher: Cengage Learning

Summary

Dubinsky and Skinner have uncovered 13 drivers of discretionary effort, or why employees go above and beyond what is expected of them in the job. If you are aware of these drivers, and if you use their prescription to recruit, manage and retain employees with these attributes, you can realize a company of High Performers.

Author Biography

Alan J. Dubinsky has authored and co-authored over 150 articles on sales and marketing issues. He has written three books in the area of sales management and selling. Currently, Dr. Dubinsky is a Professor of Selling and Sales Management at Purdue University Steven J. Skinner is the Rosenthal Professor of Marketing in the Gatton College of Business and Economics at the University of Kentucky. He has authored or co-authored seven books and numerous articles in the area of marketing, selling, and sales management. Dr. Skinner has consulted with a variety of companies and speaks on topics including employee performance and discretionary effort

Table of Contents

Disclaimer	vi
Preface	vii
1 Beyond the Call of Duty: I Don't Know What It Is, But I Know It When I See It!	1	(6)
2 Internal Motivation: Gee, I Actually Get Paid to Do This?	7	(6)
3 Initiative: Sometimes Ya Just Do It!	13	(6)
4 Upbringing: A Chip off the Old Block	19	(6)
5 Self Satisfaction: It's Spelled P-R I-D-E	25	(4)
6 Empathy: Walk a Mile in My Shoes	29	(6)
7 Concern: When You Care Enough to Do the Very Best	35	(6)
8 Reciprocity: I'll Scratch Your Back if You Scratch Mine	41	(6)
9 Customer Acquisition and Retention: Ka-Ching, Ka-Ching, Ka-Ching	47	(4)
10 Customer Satisfaction: Rubber Ball, Come Bouncing Back to Me	51	(6)
11 Role Modeling and Organizational Culture: A Picture Paints a Thousand Words	57	(6)
12 Recognition: Looking Goooooood!	63	(6)
13 Promotion: Opening Doors to Nirvana	69	(6)
14 Compensation: Brother, Can You Spare a Dime?	75	(4)
15 Carpe Diem: Go for It!	79	(9)
Index	88