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Article summary:
1. Many customer service organizations (CSOs) use a tiered, or multilevel, organizational structure which imposes hassle costs for dissatisfied customers seeking high levels of redress.
2. The tiered structure helps the firm to control redress costs by screening less severe claims and illegitimate claims.
3. A firm can be more profitable if it uses a tiered CSO.
Article analysis:
The article is generally reliable and trustworthy in its presentation of the argument that a tiered organizational structure can help firms control redress costs and increase profitability. The article provides evidence to support its claims, such as the fact that the tiered structure screens less severe claims and illegitimate claims, as well as citing research studies that demonstrate how firms can be more profitable when using a tiered CSO. However, there are some potential biases in the article that should be noted. For example, the article does not explore any potential risks associated with using a tiered CSO, such as increased customer dissatisfaction due to longer wait times or difficulty in obtaining higher levels of redress from managers. Additionally, the article does not present both sides of the argument equally; while it presents evidence for why firms may benefit from using a tiered CSO, it does not provide any evidence for why this may not be beneficial for customers or other stakeholders. Finally, there is some promotional content in the article which could lead readers to believe that using a tiered CSO is always beneficial without considering any potential drawbacks or risks associated with it.