Case Study: Challenge the Boss or Stand Down?
Harvard Business Review
FEBRUARY 28, 2011
It's essential for your new responsibilities in developing market strategies for your region.". I was thinking through my kiosk-services development project. He'd also worked the back channels to get the ear of his division's software-development director and push his ideas about new service offerings — an unorthodox move that ruffled some midlevel feathers but got senior management's attention. Hotels are high-touch services: Customers want a human, not a kiosk.