"Everyone who has ever stood in line as a clerk [and] fussed over a finicky, computerized check-out machine, or wondered why computers seem to complicate life instead of simplifying it, will appreciate Landauer's cleanly argued and thoroughly readable book." -- Elizabeth Corcoran, Washington Post Despite enormous investments in computers over the last twenty years, productivity in the very service industries at which they were aimed virtually stagnated everywhere in the world. If computersare not making businesses, organizations, or countries more productive, then why are we spending so much time and money on them? Cutting through a raft of technical data, Thomas Landauer explains and illustrates why computers are in trouble and why massive outlays for computing since 1973 have not resulted in comparable productivity payoffs. Citing some of his own successful research programs, as well as many others, Landauer offers solutions to the problems he describes. While...

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