Harvard Business Review

JANUARY 12, 2016

This experience increasingly clashes with what city residents have been trained to expect from the likes of Zillow, Kayak, and Yelp. Thus we have a world in which citizens find it easier to compare pubs than public schools, to compare hotels than hospitals. It sounds obvious, but it’s so important that it has to be said.

Technology 8

Technology Audience Call Center Licensing 8

Harvard Business Review

APRIL 21, 2011

But already a pervasive network also lets firms ship calls to virtual call centers. LiveOps is one company that helps put call center work in the cloud. LiveOps solves this in part with training, in part with contests, to create a sense of community where no actual community exists.

Call Center 12

Call Center Offshoring Charisma Video 12

Harvard Business Review

OCTOBER 23, 2012

Initially rebuffed, he flew to Boston and called again only to be told the professor was still unavailable. Finally, he said, "I am staying at the XYZ hotel and will wait here as many days as necessary to see him." In a few minutes, the secretary called back and arranged an appointment for the next day.

McGregor 8

McGregor Human Resources Retail Taylorism 8