Call Center Crisis Film Management 
Harvard Business Review
JULY 12, 2011
Unable to gain resolution with Delta, the two Staff Sgts filmed a YouTube video about the incident. It highlights a trend in management that favors the fulfillment of quantifiable, top-down metrics. Metrics earn an outsized role because managing by the numbers is easier than managing people.
Harvard Business Review
JULY 21, 2015
The researchers asked their subjects to watch a film that would usually make them happy — a figure skater winning a medal. But before watching the film, half of the group was asked to read out a statement about the importance of happiness in life. Focusing on happiness can actually make us feel less happy. The other half did not.
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