Customer Satisfaction Is No Longer Enough
With so many surveys finding customers happy, why are they so disloyal? There's a better way of measuring what customers think.
—by James H. Gilmore and B. Joseph Pine II

The NC Hoax
The network computer debate may seem technical, but it's really about ego, passion, and personal rivalries.
—by Paul B. Carroll

          
        


WWW.ord to the Wise
Editor-In-Chief Paul B, Carroll offers his welcome and introductory thoughts on this premiere issue of CONTEXT magazine.

The Write Stuff
Letters to the Editor

Off the Cuff
Cellular-phone ettiquette; an overwrought prediction in the New York Times; and other glimpses of the dialogue occurring on the Digital Frontier.

Virtual Horizons
Harvard Professor John Sviokla provides a guided tour of his favorite Web site;  computer and communications technologies converge to produce some ultra-light devices; and items on other gadgets.

Learning to Learn
Many companies talk about being "learning organizations." But rather than concentrate on what employees should learn, senior executives focus on how.
—by W. Timothy Gallwey

Customer Interaction
If your adapt your call center correctly, your customer will benefit and your back room will become your front line.
—by David M. Rappaport

The Case for Simplicity
The more complicated a piece of equipment gets, the more it is likely to fail just when you have allowed yourself to rely on it.
—by J. Kellum Smith, Jr.

Thinking Globally, Acting Globally
University of Chicago Professor Marvin Zonis and Bob Van Gieson, president and CEO of Global Operations at CNA, discuss globalization and technolgy.

Most Wanted Hacker
An excerpt of The Fugitive Game.
—by Jonathan Littman

To the Trenches
A review of Back to the Front by Stephen O'Shea.
—by Scott Osman

A Capital Idea
A review of Intellectual Capital by Tom Stewart.
—by Jim McGee