Fall 1998
Volume 40, Issue # 1

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Recovering and Learning from Service Failure

  • Research Feature
  • Read Time: 38 min 

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.

Developing Leaders for the Global Frontier

  • Research Feature
  • Read Time: 35 min 

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.


Real Strategies for Virtual Organizing

  • Research Feature
  • Read Time: 44 min 

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.