Series 1 Resources
RESOURCES & LINKS
Series 1: Signature Post
References:
Edmondson, A. (2018). The Fearless Organization. Wiley.
Heifetz, R., Grashow, A., & Linsky, M. (2009). The Practice of Adaptive Leadership. Harvard Business Press.
Senge, P. (2006). The Fifth Discipline. Doubleday.
Deci, E. L., & Ryan, R. M. (2000). Intrinsic and Extrinsic Motivations. Psychological Inquiry.
Weick, K. (1995). Sensemaking in Organizations. Sage.
Bánáthy, B. (1996). Designing Social Systems in a Changing World. Springer.
Matuana, H., & Varela, F. (1987). The Tree of Knowledge. Shambhala.
Episode 1: The Cost of Staying The Same
References:
American Psychological Association. (2023). Stress in America™ 2023: A nation recovering from collective trauma. American Psychological Association
Edmondson, A. C. (2018). The fearless organization: Creating psychological safety in the workplace for learning, innovation, and growth. Wiley.
Gallup. (2023). State of the global workplace: 2023 report. Gallup
Harvard Business Review. (2020). Why so many high-profile transformations fail. Harvard Business Review
McKinsey & Company. (2021). Unlocking success in digital transformations. McKinsey & Company
MIT Sloan Management Review & Boston Consulting Group. (2022). The cultural benefits of artificial intelligence in the enterprise. MIT Sloan Management Review
Pew Research Center. (2022). Americans’ views of political polarization and its consequences. Pew Research Center
Stanford d.school & IDEO. (2020). Failing forward: Why experimentation drives innovation.
Episode 2: The Leader's Inner Map
References:
Barrett, L. F. (2017). How emotions are made: The secret life of the brain. Houghton Mifflin Harcourt.
Craik, K. J. W. (1943). The nature of explanation. Cambridge University Press.
Edmondson, A. C. (2018). The fearless organization: Creating psychological safety in the workplace for learning, innovation, and growth. Wiley.
Eurich, T. (2018). Insight: Why we’re not as self-aware as we think, and how seeing ourselves clearly helps us succeed at work and in life. Crown Business.
Flavell, J. H. (1979). Metacognition and cognitive monitoring: A new area of cognitive-developmental inquiry. American Psychologist, 34(10), 906–911.
Friston, K. (2010). The free-energy principle: A unified brain theory? Nature Reviews Neuroscience, 11(2), 127–138.
Google. (2015). Project Aristotle: Understanding team effectiveness. Google re:Work
Heifetz, R., Grashow, A., & Linsky, M. (2009). The practice of adaptive leadership: Tools and tactics for changing your organization and the world. Harvard Business Press.
Johnson-Laird, P. N. (1983). Mental models: Towards a cognitive science of language, inference, and consciousness. Cambridge University Press.
Kahneman, D. (2011). Thinking, fast and slow. Farrar, Straus and Giroux.
Kegan, R., & Lahey, L. L. (2009). Immunity to change: How to overcome it and unlock the potential in yourself and your organization. Harvard Business Press.
Ross, L. (1977). The intuitive psychologist and his shortcomings: Distortions in the attribution process. In L. Berkowitz (Ed.), Advances in experimental social psychology (Vol. 10, pp. 173–220). Academic Press.
Episode 3: Leading with Heart and Strategy
References:
Brown, B. (2018). Dare to lead: Brave work. Tough conversations. Whole hearts. Random House.
Dutton, J. E., & Frost, P. J. (2003). Compassion at work. Administrative Science Quarterly, 47(3), 393–426.
Edmondson, A. C. (1999). Psychological safety and learning behavior in work teams. Administrative Science Quarterly, 44(2), 350–383.
Edmondson, A. C. (2018). The fearless organization: Creating psychological safety in the workplace for learning, innovation, and growth. Wiley.
Gallup. (2020). State of the global workplace report. Gallup
Greenleaf, R. K. (1977). Servant leadership: A journey into the nature of legitimate power and greatness. Paulist Press.
Hackman, J. R., & Oldham, G. R. (1976). Motivation through the design of work: Test of a theory. Organizational Behavior and Human Performance, 16(2), 250–279.
Heifetz, R., Grashow, A., & Linsky, M. (2009). The practice of adaptive leadership: Tools and tactics for changing your organization and the world. Harvard Business Press.
Kahneman, D. (2011). Thinking, fast and slow. Farrar, Straus and Giroux.
Klein, G. (1998). Sources of power: How people make decisions. MIT Press.
Meadows, D. H. (2008). Thinking in systems: A primer. Chelsea Green Publishing.
Rock, D. (2008). SCARF: A brain-based model for collaborating with and influencing others. NeuroLeadership Journal, 1, 1–9.
Senge, P. M. (2006). The fifth discipline: The art and practice of the learning organization (Rev. ed.). Doubleday.
Episode 4: Ethical Leadership
References:
Brown, M. E., & Treviño, L. K. (2006). Ethical leadership: A review and future directions. The Leadership
Quarterly, 17(6), 595–616.
Edmondson, A. C. (2018). The fearless organization: Creating psychological safety in the workplace for
learning, innovation, and growth. Wiley.
Freeman, R. E. (1984). Strategic management: A stakeholder approach. Pitman.
Kahneman, D. (2011). Thinking, fast and slow. Farrar, Straus and Giroux.
Schein, E. H., & Schein, P. (2017). Organizational culture and leadership (5th ed.). Wiley.
Treviño, L. K., Weaver, G. R., & Reynolds, S. J. (2006). Behavioral ethics in organizations: A review.
Journal of Management, 32(6), 951–990.
Episode 5: When Performance Drive the Cultural Narrative
References:
Edmondson, A. C. (2018). The fearless organization: Creating psychological safety in the workplace for learning, innovation, and growth. Wiley.
Jackall, R. (1988). Moral mazes: The world of corporate managers. Oxford University Press.
Kahneman, D. (2011). Thinking, fast and slow. Farrar, Straus and Giroux.
Kerr, S. (1975). On the folly of rewarding A while hoping for B. Academy of Management Journal, 18(4), 769–783.
Muller, J. Z. (2018). The tyranny of metrics. Princeton University Press.
Rumelt, R. P. (2011). Good strategy/bad strategy: The difference and why it matters. Crown Business.
Senge, P. M. (1990). The fifth discipline: The art and practice of the learning organization. Doubleday.
Weick, K. E. (1995). Sensemaking in organizations. Sage Publications.
Series 2 Resources
Series 2: Signature Post
References :
Blau, P. M. (1964). Exchange and power in social life. John Wiley & Sons.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American Customer Satisfaction Index: Nature, purpose, and findings. Journal of Marketing, 60(4), 7–18. https://doi.org/10.1177/002224299606000403
Phillips Husband, V. (2020). Antecedents to customer satisfaction for U.S. health insurance customers [Doctoral dissertation, Walden University]. Walden Dissertations and Doctoral Studies. https://scholarworks.waldenu.edu/dissertations/9224
Lemon, K. N., & Verhoef, P. C. (2016). Understanding customer experience throughout the customer journey. Journal of Marketing, 80(6), 69–96. https://doi.org/10.1509/jm.15.0420
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 20(3), 709–734. https://doi.org/10.5465/AMR.1995.9508080335
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38. https://doi.org/10.1177/002224299405800302
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Wheatley, M. J. (2002). Turning to one another: Simple conversations to restore hope to the future. Berrett-Koehler Publishers.
Episode 1: The Delayed Feedback Problem: Leadership, AI, and the Consequences We Don't See Yet
References:
Argyris, C. (1977). Double-loop learning in organizations. Harvard Business Review, 55(5), 115–125.
Cheong, M. (2024). Transparency and accountability in artificial intelligence systems: A review. AI and Ethics. Advance online publication.
Marcineková, K. (2025). Human oversight and empathy in AI-enabled customer service: A systematic review. Journal of Service Management. Advance online publication.
Meadows, D. H. (2008). Thinking in Systems: A Primer.
NIST. (2023). AI Risk Management Framework (AI RMF 1.0).
Rainy, T. A., & Goswami, D. (2025). Mechanisms by which AI-enabled CRM systems influence customer retention and overall business performance: A systematic literature review of empirical findings. Advances in Social Research Conference Proceedings. https://global.asrcconference.com/index.php/asrc/article/view/9
Senge, P. M. (2006). The fifth discipline: The art and practice of the learning organization (Rev. ed.). Doubleday.
Shneiderman, B. (2022). Human-Centered AI.
Soulami, B., et al. (2024). Artificial intelligence in the workplace: Implications for employee well-being, engagement, and organizational performance. Frontiers in Psychology, 15.
Tang, P. M., et al. (2023). Artificial intelligence and employee social affiliation needs. Journal of Applied Psychology, 108(9), 1457–1474.
Episode 2: The Hidden Architecture of Great Contact Centers
References:
Chino, F., Baez, A., Elkins, I. B., Aviki, E. M., Ghazal, L. V., & Thom, B. (2023). The patient experience of prior authorization for cancer care. JAMA Network Open, 6(10), e2338182. https://doi.org/10.1001/jamanetworkopen.2023.38182
Huang, L. L., Chen, R. P., & Chan, K. W. (2024). Pairing up with anthropomorphized artificial agents: Leveraging employee creativity in service encounters. Journal of the Academy of Marketing Science, 52, 955–975. https://doi.org/10.1007/s11747-024-01017-w
Huang, M.-H., & Rust, R. T. (2024). The caring machine: Feeling AI for customer care. Journal of Marketing, 88(5). https://doi.org/10.1177/00222429231224748
Ilea, P., & Ilea, I. (2024). Administrative burden for patients in U.S. health care settings post-Affordable Care Act: A scoping review. Social Science & Medicine, 345, 116686. https://doi.org/10.1016/j.socscimed.2024.116686
Wang, et al. (2023). Voice-based AI in call center customer service: A natural field experiment. Production and Operations Management. https://doi.org/10.1111/poms.13953
Episode 3: How to Listen When Customers Don’t Speak
References:
American Cancer Society. (2024). Cancer facts & figures for African American and Black people 2024–2026. American Cancer Society.
American Diabetes Association. (2022). Standards of medical care in diabetes—2022. Diabetes Care, 45(Supplement 1).
Berkman, N. D., Sheridan, S. L., Donahue, K. E., Halpern, D. J., & Crotty, K. (2011). Low health literacy and health outcomes: An updated systematic review. Annals of Internal Medicine, 155(2), 97–107. https://doi.org/10.7326/0003-4819-155-2-201107190-00005
Centers for Disease Control and Prevention. (2023). Maternal mortality rates in the United States, 2022. National Center for Health Statistics.
De Haan, E., Verhoef, P. C., & Wiesel, T. (2015). The predictive ability of different customer feedback metrics for retention. Journal of Service Research, 18(4), 466–483.
Episode 4: How to Listen When Customers Don’t Speak
References:
Edmondson, A. C., & Bransby, D. P. (2023). Psychological safety comes of age: Observed themes in an established literature. Annual Review of Organizational Psychology and Organizational Behavior, 10, 55–78. https://doi.org/10.1146/annurev-orgpsych-120920-055217
Ilk, N., & Shang, G. (2022). The impact of waiting on customer-instigated service time: Field evidence from a live-chat contact center. Journal of Operations Management, 68(5), 487–514. https://doi.org/10.1002/joom.1199
Liu, J., Zhou, Y.-P., & Chen, J. (2023). Customer segmentation and ex ante fairness: A queueing perspective. Production and Operations Management, 32(10), 3246–3265. https://doi.org/10.1111/poms.14033
Sun, Z., Argon, N. T., & Ziya, S. (2022). When to triage in service systems with hidden customer class identities? Production and Operations Management, 31(1), 172–193. https://doi.org/10.1111/poms.13494
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