MIT Sloan Management Review Article on Avoiding the Pitfalls of Customer Participation
- 6m
- Andreas B. Eisingerich, Hae-Kyung Shin, Omar Merlo, Robert A. Britton
- MIT Sloan Management Review
- 2019
This article from MIT Sloan Management Review reveals that when front-line employees feel torn between representing the customer and what they believe is reasonable, they need to know the company has their back.