1. When pursing an understanding of tyhe process by which customers dorm their expectations of supplier performance, it is useful to develop a framework for understanding what an oprganization must do to deliver customer satisficaion. Identify and discuss the gaps identified in the framework.
2. Some experts believe organizational management will evolve from legalism to humanism in the future. What might be the primary forces that contribute to the evolution? Others disagree. What forces might oppose it?