Service Quality Today

“Heavy volumes put Web stores out of business”

SF Chronicle 1/7/99

“Charles Schwab's system buckled ...

orders couldn’t be executed”

Information Week 1/25/99

“The expectation is for real-time.”

Lisa Nash, E*Trade, SJ Mercury News 2/5/99

“Macys.com … .swamped on opening day”

SJ Mercury News 11/19/98

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