



Customers
How to Prevent Your Customers From Failing
As companies use self-service technologies, responsibility for service quality shifts to customers.
Stephen S. Tax, Mark Colgate and David E. Bowen



Analytics & Business Intelligence
Double Agents
INTELLIGENCE: RESEARCH BRIEF: Assessing the role of electronic product-recommendation systems.
Gerald Häubl and Kyle B. Murray


Supply Chains & Logistics
Proven Practices for Effectively Offshoring IT Work
Fifteen best practices can accelerate learning and make outsourcing worthwhile.
Joseph W. Rottman and Mary C. Lacity



Business Models
The 12 Different Ways for Companies to Innovate
A framework called the “innovation radar” can help companies identify opportunities for innovation.
Mohanbir Sawhney, Robert C. Wolcott and Inigo Arroniz


Organizational Behavior
How Business Education Must Change
Schools have to emphasize information, innovation and integration.
G. David Hughes


Customers
Satisfaction Begins at Home
To find out how well you are serving your customers, ask your employees.