7 (Diana Sun), Capital One w w w. c a p i t a l o n e. c o m (Diana Sun) 10 000 30 S t a r b u c k s 93 64 82 44 24 30 2 / 3 98 2 3 ( ) 8 9 1 0 11
130 10 4 ( D a r l e n e ) Susan M.Katz A Newcomer Gains Power: An Analysis of the Role of Rhetorical Expertise, The Journal of Business Communication 35, no. 4 (October 1998): 4 1 9-4 2. 7.1 A A M S 15
7 131 9 95 ( M a l d e n ). (Aaron Feuerstein) 1 0 0 0 $15 000 000 (Thomas Te a l ) 1982 1 995 1 % 2 1 L a n d s End,L.L.Bean, Patagonia,Eddie Bauer Polarfleece P o l a r t e c 1996 9 Thomas Teal, Not a Fool, Net a Saint F o rt u n e, November 11, 1996, 201-4. 7.2 70-90 ( ) 7 11 7-1 7-1 1 2 3 4 5
132 7-1 7-2 7-1 1 7-1
7 133 7-1 ( ) 7-2 2 ~ 5 3 ~ 5 7.3 ( A ) 68 1 32 ( ) 7.3.1 19
134 454 L e x i s - N e x i s 5 0 % 190 1 000 8 0 % 1 5 0 7 1 % 7 349 000 1997 ~ 2002 U R L $25 000 $60 000 Data, Data, I n c., January 1999,70. 7-2
7 135 2 7-2 ( ) 7.3.2 2 10 3 7 C a s s a n o G i o v a n n i 7.3.3 1 2 1 2 ( A m a l g a m a t e d ) (Roadway Rent-a-Car) 15 3 2 1
136 L. ( Teresa Lever- P o l l a r y ) N i g h t i m e I B M Thomas A Stewart The Cunning Plots of Leadership, F o rt u n e, September 7, 1998, 165. 7.4 2 8 7.5
7 137 (Deborah Hopkins) J e ff Cole New Boeing CFO's Assignment: Signal a Turnaround, The Wa l l S t reet Journal, January 26, 1999, B1. 7.6 9 ( )
138 7.7 2 0 3 0 80 1 00 7-3 7.7.1 [ ] 7.7.2
7 139 ( 7-3 ) Re: 7-3 7.7.3
140 ( 2. 5 3 ) B A C 7.7.4 7.8 7.8.1 F Y I ( ) (1) (2) (3) (4) 7-4
7 141 Big Science A n d r e t t e Richard A. Shaff e r Handling Customer Service on the Web, F o rt u n e, March 1, 1999, 204. 7-4 7.8.2
142 7.8.3 4 1 2 ( ) 4 1 2 ( 13 ) (1) (2) (3) 10 1 0 (Rick Patel) 1. Kyle McClosekey( ) 2. Bill Petrakis 3. Garett Lee 4. Courtney Mansor-Green ( ) 1. 2. 60 3. 7.8.4 3
7 143 7.8.5 9 82 4 Vi s a 63 3 7 ( ) Wo n d e r w o o d (Ed Hurston) $50 000 $12 000 000 Wo n d e r w o o d $2 000 $ 100 $ 2, 000 Stephanie Gruner, Can We Reduce the Cost of Handing Customers C o m p l a i n t s? I n c. December 1997, 148. 7.9 5 7.9.1 (Interstate Fidelity Insurance, IFI) I F I I F I ( ) 3 0
144 I F I 7.9.2 1. ( ) Carla Butenhoff Bad Writing Can Be Good Business, ABCA Bulletin 40, no.2(june 1977): 12-13. 2. 30 I F I (a) IFI (b) (c) I F I 3. ( ) ( ) 4. 5. 6.
7 145 7-5 ( ) 50 000( ), 7.9.3 7-5 I F I 7-6 ( ) I F I 30 I F I
146 IFI 7-6 I F I E m e r s o n (Martin Marietta) 48 281 12 James L. Gibson John M. Ivancevich, and James H.Donnelly, O rganizations: Behavior, Structure, Processes Burr Ridge,IL: Richard D. Irwin 1 9 9 5 ) 4 0 8.
7 147 7-2 ( ) ( ) 1
148 7.1 ( ) 10 $ 50 1 ( S S ) 11 1 S S S 1. $ 50 2. S S 2 ( S S ) 10 1 # 292 1 0 1 1. $ 50 2. 10 3 1 0 1 ( ) 10
7 149 $ 50 10 2 6 7.2 3 5 3 1 1 B r a n c a c c i 2 3 3 5 Garrick 7. 3 ( H e b b a r ): (Audrey Linddstrom)
150, ( ) a. b. 7.4 3 7. 5 7.6
7 151 7.7 5 1. Lorrie Wi l l i a m s 2. Rashad Reed 3. Joiwind Ho 4. P a t M c H e n r y 5. Jason Penn 100 a. b. 7.8 ( ) ( ) ( )
152 7 ( ) a. U R L b. H T M L. g i f c. ( 1 ) ( 2 ) ( 3 ) ( 4 ) d. 9 7.9 ( ) / 7.10 7. 11 7.12 7.13
7 153 89 (Mrs. Eva Corey) 89 11 a. b. 7.14 7.15 360 Pitney Bowes 360 ( (Brian O'R e i l l y )3 60 F o r t u n e 1 994 1 0 1 7 93 1 00 ) ( ( ) ( )
154 a. b. c. 7.16 ( ) $ 30 $ 5 ( ) $ 10, 12 $ 6 3 2 $ 60 30 7. 1 7 ( ) 40 9 1 1 7 1 65 140 130 225 ( 6 3 1. 5 ) 150 100 3 3 50 ( 1 )
7 155 0. 8, 0. 95 50 (2) 25 (3) 25 ( 50 ) 3. 8 3. 12 7. 1 8 (Diana Hernadez) (Holly Katona) 3 4 2 $ 50 $ 30 12 $3 600, $1 000 $ 500 18 3 1 : 00 5 : 00
156 (Cameron Jones) (Roberta Ly o n s ) 60 D i fference as a Source of Strength 30 2 400 4 800, 750 28 4 800 750 750 L a k o t a 7. 20 ( ) 1.
7 157 2. ) 3. 4. 5. a. b. (Gerber Products) 42 190 121 ( m u s h ), Gerber Bows to Moms'Pleas, Business We e k, July 8, 1996, 42. ( ) 6 82 15 6
158 20 ( ) 7. 2 4 (Paul Cambiaso) $ 12. 62 7. 2 5 a. 3 5 b. c. d. ( 14 ) 2 a.
7 159 b. c. 3 7. 2 7 a. b. c. 7. 2 8 360 ( 7. 15 ) (Jon Miller) 2 3 4 4 3 Carole Swales a. b. 3 2 3 2 ( )
160 a. b. 7.30 Elizabeth Singleton 4 Problem inspired by Edward O. Welles, Chaplain for a New Economy, I n c, November 1997, 68-77; and Emma Jean Ghee Leche, O rganizational Spirituality: A New Construct for Organizational Communication, Association for Business Communication Annual Conference, San Antonio,TX, November 11-14, 1998.