Use the links below to find particular examples and sources that are relevant to this principle.
Maister, David, H. (1997). Liking or tolerating clients: True professionalism. Free Press
Sunstein, Cass R and Thaler, Richard H. (2009) Nudge: Improving Decisions About Health, Wealth and Happiness Penguin Books
Pfeffer, Jeffrey and Sutton, Robert I (1999) The Knowing-Doing Gap Harvard Business School Press