Business Commons^™

In Defence Of Exploitation, Justin Schwartz

Justin Schwartz

The concept of exploitation is thought to be central to Marx's Critique of capitalism. John Roemer, an analytical (then-) Marxist economist now at Yale, attacked this idea in a series of papers and books in the 1970s-1990s, arguing that Marxists should be concerned with inequality rather than exploitation -- with distribution rather than production, precisely the opposite of what Marx urged in The Critique of the Gotha Progam.

This paper expounds and criticizes Roemer's objections and his alternative inequality based theory of exploitation, while accepting some of his criticisms. It may be viewed as a companion paper to my What's …

Service Quality & The Congruence Of Employee Perceptions & Customer Expectations: The Case Of An Electric Utility, Todd A. Finkle, Allen Klose

Todd A Finkle

Understanding how the quality of customer service is impacted by employees is essential to managing and improving customer service quality. This article develops a model that looks at the relationship between a series of two important customer service gaps. The first series of gaps (service provider gaps) is a result of the difference between consumers' and employees' expectations based on various dimensions of the customer service encounter. The second series of gaps (service quality gaps) occur when a difference exists between consumer expectations and the service they actually receive based on specific aspects of the customer service encounter. This study …