When you find yourself infuriated by poor service, for instance, chances are it’s because of a lack of responsiveness. You are seated at a restaurant table and no one acknowledges you for 10 minutes. You are asked at the car rental counter whether you want to buy extra insurance, even though you never have. You wait on hold for a long time and, when a representative finally answers, you are challenged to prove your identity. Here’s your authors’ pet peeve: We book a lot of flights, and we always sort the results by duration. (We want the shortest.) For almost twenty years, we’ve been sorting
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