Discusses the problem of poor customer service. Asserts that the introduction of new technology into the system does not necessarily improve the process. The more common situation finds that the new technology is being misused in ways that mimic the failures of no‐tech services: toll‐free...

Discusses the growing problem of poor customer service due to the unskilled personnel that are employed. Provides anecdotal evidence of service encounters where the experiences of the customers were unsatisfactory. Expresses the concern that the orientation has shifted from the customer to the...

Describes how certain segments of business are increasingly “turning into a service economy” but “customer service” is not treated as a priority. Cites several experiences of poor customer service, ranging from airlines to restaurants. Concludes that in customer service the marketing...