Atrocious human-resources
management, even regarding in-store employees of a sub-contractor, can easily
be understood to detract from repeat customers; a refusal to hold such employees
accountable can be a reflection of a sordid managerial attitude towards
customers, especially in relation to employees. In cases in which the refusal
is explicitly stated to an already-offended customer, the slogan, “adds insult
to injury” is applicable, with disastrous effects in terms of repeat business,
and thus revenue. That management is in some cases so bad reflects on the
primitive condition of the “science” of management in business schools. That a
case in point occurred in Yale’s (Barnes and Noble) bookstore, not far from
Yale’s School of Management, suggests the sheer distance between the “science”
and practice of management.
The full essay is at "Bloated Self-Entitlement in Retail."
