The Psychology of Waiting Lines
"the psychology of waiting lines, examining how waits are experienced and shall attempt to offer specific managerial advice to service organizations about how to improve this aspect of their service encounters... so that practicing managers can begin to t
Tips on Managing People
"The best group leaders see themselves as catalysts. They like to accomplish a great deal but understand that they can do little without the combined efforts of others.
A good manager does not see himself as the 'people's boss' but as the leader of a coh