Fall 1999
Volume 41, Issue # 1


Manage Consolidation in the Distribution Channel

  • Research Feature
  • Read Time: 31 min 

In almost every business-to-business industry, companies are facing increasingly powerful intermediaries in their distribution channel. Industry consolidation is replacing a multitude of small “mom and pop” distributors with a handful of national, professionally managed, publicly traded corporations.


Understanding Customer Delight and Outrage

  • Research Feature
  • Read Time: 30 min 

Delivering quality to customers in a competitive marketplace dictates the need to continually enhance a customer’s experience and satisfaction. However, evidence indicates that satisfying customers is not enough to retain them because even satisfied customers defect at a high rate in many industries.


Unwise Decisions and Unanticipated Consequences

  • Research Feature
  • Read Time: 45 min 

How could a team of decent, hardworking, normally law-abiding managers find themselves facing fines, jail time, the loss of their jobs, and ultimately the loss of the company they managed? In making executive decisions, these managers were not deliberately trying to evade the intent of the law, defraud anyone, harm