Spring 2006
Volume 47, Issue # 3


How to Prevent Your Customers From Failing

  • Research Feature
  • Read Time: 28 min 

Customers frequently play key roles in the delivery of services. But if customers fail in those roles, their experiences may be unsatisfactory for them — and for the companies with which they do business.


How Business Education Must Change

  • Opinion & Analysis
  • Read Time: 3 min 

Former U.S. Federal Reserve Chairman Alan Greenspan recently noted that in many cases, “old-fashioned corporate decision-making hasn’t caught up with new Information Age tools.” Indeed, companies must increasingly function as nodes in vast knowledge networks, and it is obvious that many of them are not up to the challenge.


Enterprise 2.0: The Dawn of Emergent Collaboration

  • Research Feature
  • Read Time: 28 min 

Do we finally have the right technologies for knowledge work? Wikis, blogs, group-messaging software and the like can make a corporate intranet into a constantly changing structure built by distributed, autonomous peers — a collaborative platform that reflects the way work really gets done.



Why Do Good?

  • Read Time: 6 min 

The pursuit of self-interest can produce a lot of good, but it needs a bit of guidance if society is to prosper.


Proven Practices for Effectively Offshoring IT Work

  • Research Feature
  • Read Time: 25 min 

It takes a tremendous amount of detailed management on both the client and supplier sides to realize the expected benefits of offshore outsourcing of IT work. Here are 15 best practices that can accelerate learning and make the strategy eminently worthwhile.


Double Agents

  • Research Feature
  • Read Time: 19 min 

Electronic information can easily overwhelm people with large volumes of data. An abundance of information often strains human limits: attention, memory, motivation or other factors. In response to this challenge, software that assists humans in filtering and organizing information into more digestible amounts and formats have appeared (Alba et al.,



Growing Negative Services

  • Research Feature
  • Read Time: 22 min 

Negative services — those that are needed in emergencies, when problems arise or to ensure against unwanted outcomes — are part of most businesses and central to many. Their very nature presents unique growth challenges.