The IBM PC was the first digital computer platform that was open by as a matter of strategy, not necessity. The purpose of this chapter is to understand the IBM PC as a technical system and set of organization choices in light of the theory of how technology shapes organizations. In Chapter 7, I...

"Customer Service Essentials: Lessons for Africa and Beyond is written with the understanding that successful organizations build a base of loyal customers who provide repeat business and positively influence potential customers. Building positive relationships with loyal customers requires...

It happened at Happy's: a customer service horror story -- The loyalty factor : customer satisfaction is not good enough! -- Customers only want two things : the secret sauce of service -- Solve my problem : the foundational purpose of all business -- Leave me feeling great about the experience!...