Correction or Humiliation?

I was upgraded to first class and got to witness someone being humiliated. The woman in front of me had been dealing with flight complications all day, none of which were her fault. The airline, as a partial compensation, had plied her with plenty of alcohol. She was more than a little talkative. Okay, she …

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embarrassed and humiliated

Your Implicit Service Level Agreement

Providers of service are quite familiar with the service level agreement, also known as an SLA. You may have a Service Level Agreement with a company that spells out exactly what you can expect from them in terms of network outages and response times, for example. That’s an explicit SLA, because it explicitly calls out …

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service level agreement
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