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.

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