Harvard Business Review
JULY 16, 2012
To take just one example, in the first of many such studies, published more than 15 years ago in HBR, Anthony Rucci, Steven Kirn, and Richard Quinn identified "the employee-customer-profit chain" at Sears. Put all of these studies together, and to us the implications are clear.
Harvard Business Review
OCTOBER 28, 2014
In a pattern that would become familiar to today’s innovation thinkers, Worthy reports, “the then managements of Sears and Wards alike failed to grasp the significance of these new developments.”. Quinn write “It is no longer news that over the past five years. But then “Sears found the answer first,” Worthy reports, in 1924.
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