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Froma Harrop: Service cuts vs. law of diminishing returns

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A New York voice boomed from the back of the long car rental line: “Wha’d they do, lay off half the people?” One of my thoughts no doubt shared by fellow detainees waiting, waiting at the big-name car rental office at a Florida airport. Behind the desk flashed a screen informing us of the company’s very high ratings for customer service. I was not the only one smirking. The problem was not the quality of ...

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