MIT Sloan Management Review

August 17 | Table of Contents

Making the Most of Customer Complaints

By Stefan Michel, David Bowen and Robert Johnston

Dealing with service failures means a lot more than just fixing the immediate problem. Here's how to do it right.

How Offshore Outsourcing Affects Customer Satisfaction

By Jonathan Whitaker, M.S. Krishnan and Claes Fornell

The outsourcing of customer service to offshore providers has gotten a lot of bad press in the U.S., with reports citing language problems and the exporting of jobs. But, despite the potential for such reports to alienate consumers, this offshoring continues to grow, driven mainly by the lower labor costs overseas.

Are companies that send customer [...]

From The Magazine

Fall 2009

Special Report: Sustainability

8 Reasons That Sustainability Will Change Management

Michael S. Hopkins

Transparency, accidental innovation, trust, collaboration — as sustainability affects how the world works, so will it affect how business works in the world.

Intelligence: Management

Debunking Management Myths

Martha E. Mangelsdorf

In this interview, Henry Mintzberg questions some of the conventional wisdom about managerial work.