In markets without much competition, organisations can deliver bad service not because of poor design and management, but simply because they can.

The Twitter thread we discuss by Ben P. Taylor (@antlerboy) in the pod is available here. https://twitter.com/antlerboy/status/1433070351953575940?s=20

This episode is also available as a blog post: http://paulitaylor.com/2021/09/03/poor-service-isnt-always-an-accident-its-by-design/