Service:
Archives (2001-2003)
  1. Aligning Supply Chains To Support Customer Service (Industry Week 05/05/03)
  2. Bank One To Bounce Teller Fees (Chicago Tribune 12/11/02)
  3. But Wait, You Promised (Fast Company April/01)
  4. Customer Service at Commerce Bank (Fast Company May/02)
  5. Customer Service at EMC (Fast Company Jun/01)
  6. Does Growth Always Lead To Profits? Think Again (KnowledgeWharton 04/09/03)
  7. More Airlines Use Do-It-Yourself Check-Ins(USA Today 06/18/02)

  8. Out-of-the-Box Customer Service (HBS Working Knowledge 07/07/2003)

  9. Service Guarantees (Academy of Marketing Science Review 2001)

  10. The Dilemma of Customer Service (HBS Working Knowledge 02/03/2003)

Revised 11/10/2008