I think that many management courses might benefit from using the New
York Times article
"Online Customer Service Found Lacking" that appears in the January 3,
2002, issue:
http://www.nytimes.com/2002/01/03/technology/ebusiness/03ONLI.html
Hint: if the url is broken, you may have to copy and paste the
truncated end of it back on in your browser url window.
Cybercollaborating,
Charles Wankel
Mg-Ed-Dv List Director