TY  - BOOK
AU  - Pearson,Christine M.
AU  - Porath,Christine Lynne
TI  - The cost of bad behavior: how incivility is damaging your business and what to do about it 
SN  - 9781591842613
PY  - 2009///
CY  - New York
PB  - Portfolio
KW  - Consumer satisfaction
KW  - Courtesy
KW  - Work environment
N1  - Includes bibliographical references and index; What is "incivility"? -- How prevalent is incivility in society, really? -- What could incivility cost a company? A case study -- The roots of workplace incivility -- What a waste! How incivility wrecks performance -- Amygdala hijacking : how our brains respond to incivility -- Stress and burnout -- Teams pay a price -- When employees leave -- Misery loves company : the cost to your reputation -- Time wounds all heels : even offenders lose -- Success! How five organizations have set the course -- Top ten things a firm should do to create a civil workplace -- What's a leader to do? -- What's a target to do? -- What's an offender to do? -- What could society do?
ER  -