;#Faculty News;# | Fortune | 28 Mar 2012
The good intentions that will kill your business
by Frances Frei
The world is desperate for good service. Companies that get service right – see Southwest and Zappos – are rewarded with profitable growth and devoted customers. And companies that get it wrong are relentlessly punished. Bank of America's persistent presence at the very bottom of the rankings for customer satisfaction is one such example.

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