MIT Sloan Management Review

Effective service recovery is vital to maintaining customer and employee satisfaction and loyalty, which contribute significantly to a company’s revenues and profitability. Yet most customers are dissatisfied with the way companies resolve their complaints, and most companies do not take advantage of the learning opportunities afforded by service failures. The authors provide a research-based approach for helping managers develop a comprehensive service recovery system.

Together, suppliers organized to save Toyota from a devastating crisis that threatened to halt operations for weeks.

Managers must think about and manage data differently in order to take advantage of this underutilized resource.

Almost all companies polled by the authors in a three-year study that spanned firms in Europe, North America and Asia claim they lack an adequate number of globally competent leaders. The authors outline four strategies that are particularly effective in developing global leaders, who, their work reveals, cannot succeed without several core characteristics.

Emerging markets (EMs) constitute the major growth opportunity in the evolving world economic order. Their potential has already effected a shift in multinational corporations (MNCs), which now customarily highlight EM investments when communicating with shareholders.

Current models of organizational strategy and structure fail to meet the challenges of the information age. Based on field study, the authors conceptualize an architecture, or guide, for virtual organizing that focuses on the importance of knowledge and intellect in creating value. Information technology lies at the heart of this business model for the twenty-first century.

Leading software developers use platform approaches to leverage technology into families of software products and systems.