Bureaucratic Responses
研究了官僚机构应如何回应客户，发现由于许多服务不收费，官僚机构的回应往往与正常企业相反，例如忽视最可信的投诉、对最重视服务的客户提供最差服务。
This paper's interest is in understanding how bureaucracies should respond to their clients. I claim that because many services are not priced, the responses of bureaucracies to their clients will often be the opposite of the reactions of "normal" firms. Specifically, bureaucracies ignore the most credible complaints from clients, provide the poorest service to clients who value the service most, and require the most red tape for clients who already know their needs.