SHORTTAKES

Abstract

The movement to benchmark best practices long ago crossed industry lines, but the strange, hybrid results can still startle the outside observer. Take the issue of how to deal with a client spending time on hold when telephoning a company. Unbelievably, in this age of technology, some corporations still put people on hold and leave them there—in silence.

Citation

Wiesendanger, B., Voss, B. and B.V. (1994), "SHORTTAKES", Journal of Business Strategy, Vol. 15 No. 6, pp. 6-9. https://doi.org/10.1108/eb039660