The Human Side of Enterprise, Annotated Edition by Douglas McGregor

Author:Douglas McGregor
Language: eng
Format: mobi
Publisher: McGraw-Hill Education
Published: 2006-01-10T14:00:00+00:00

Today, this approach is embodied in what some refer to as a “customer-for-life” approach. In “Impact of Practices and Policies on Performance” at www.chainlinkresearch.com, Bill McBeath comments that:

Customer-for-life retailers such as Nordstroms are legendary for giving their salespeople wide discretion in spending company resources (e.g. expedited freight, special gifts, etc.) to satisfy customers; Talbots offers substitute items for half price if a desired size/color is not in stock; SAKS can tell you instantly if an out-of-stock item is available at any other location and offers to have it shipped overnight to you at no extra cost; the Ritz Carlton empowers their employees to spend up to $2,000 on a customer to fix any problem.

Note that the first and last of these four examples clearly embody Theory Y assumptions, while the middle two are policies that could operate in either a Theory X or Theory Y context.

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