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Why the Customer Isn't Always Right | INSEAD Knowledge

Consumer behaviour on food-logging tools reveals initial expectations don’t match actual experience.

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Photos: International Experience: Israel

Katja Gilman ’24 reflects on an immersive trip to Israel, led by Professor Gal Zauberman and TAs Nadav Tiomkin ’22 and Rona Beresh ’22.

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Beyond Resolutions: Research-Based Suggestions for 2022

We asked faculty from the Yale School of Management for their advice philosophical, professional, and personal for our readers for the coming year.

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Reading and Watching: A 2021 Summer Recommendation List from Yale SOM Faculty

Reading and Watching: A 2021 Summer Recommendation List from Yale SOM Faculty We checked in with some of our faculty members to find out how they’ve been using their free time for entertainment and enlightenment this past year. June 21, 2021 Assistant Professor of Organizational Behavior I recommend Racism without Racists: Color-Blind Racism and the Persistence of Racial Inequality in America, by Eduardo Bonilla-Silva. Through extensive interview studies, Bonilla-Silva deconstructs how White Americans and Black Americans think about racism (the former as an interpersonal phenomenon, the latter as a systemic one). He explores how narratives around racism have changed, shifting from more blatant racism (think Archie Bunker) to more subtle “colorblind” racism (“I don’t see race/treat everyone the same”). Both maintain White supremacy, but one is harder to fight. It’s a must-read for anyone who wants to better understand rac

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West Elm delivery delays and lack of communication are a customer service nightmare

Jeffrey Greenberg/Education Images/Universal Images Group via Getty Images This story is part of a group of stories called In January, I received an email from a frustrated furniture shopper. “Months ago, my new wife and I ordered a bed frame and headboard for our new top-of-the-line Tempurpedic mattress,” J.B. Harris, a shopper and reader in Florida, lamented. Though they received their mattress within a reasonable time frame, the bed frame and headboard were missing in action. “It’s been an existential nightmare, as confounding as Samuel Beckett’s Waiting for Godot.” When I reconnected with Harris in April, he had finally received his shipment after many months of waiting. “West Elm has the worst supply chain issues of any retailer I have ever experienced,” he told me. “My advice to West Elm shoppers: If you cannot buy an item from a showroom floor, expect to wait weeks if not months to receive it.” He and his wife slept on a mattress on the floor fo

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