Spring 1991
Volume 32, Issue # 3


Understanding Customer Expectations of Service

  • Read Time: 27 min 

UNDERSTANDING CUSTOMER expectations is a prerequisite for delivering superior service; customers compare perceptions with expectations when judging a firm’s service.1 However, the nature of customer service expectations and how they are formed has remained ambiguous.


Breaking the Cycle of Failure in Services

  • Read Time: 30 min 

DOES THIS SOUND familiar? A large retail company (or bank or fast food chain) designs its customer contact positions to be filled by people who are willing, at least temporarily, to work for wages marginally above statutory minimums.


Beating Murphy’s Law

  • Read Time: 37 min 

IN THE PRESS, managers trumpet the success of new technologies. But all too often the private answer to “How is the new equipment working?” is “Badly.” Managers lament that their experience is living proof of Murphy’s famous Law: “Whatever can go wrong, will.&


When Is It Legal to Lie in Negotiations?

  • Read Time: 24 min 

When someone asks, “What is your bottom line?” few negotiators tell the truth. But how much bluffing is ok? Business negotiations law is infused with ethical considerations. Author G. Richard Shell outlines the basic elements of legal fraud, illustrating the evolving concepts with numerous cases in which negotiators have been penalized for what some consider merely unethical behavior. “An ethical sensibility, far from being a ‘luxury’ in business negotiations, may be a negotiator’s best counselor,” Shell writes.