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instead of two years, it would last 10 months-long enough to make friends, participate in experiential parts of the program, and become members of the club. They would pay a fee for the immersion, but not the balance of their tuition. After that, students would graduate into the work force, but they would stay enrolled at Wharton on a subscription basis. One day, a Wharton subscriber working in investment banking might get put on a team that oversees mergers and acquisitions. Instead of aching to recall the lessons she learned back in business school (and later forgot), she takes an online "minicourse" from Wharton. "The new pattern becomes learn-certify-deploy, learn-certify-deploy," the professors write in their paper.

If you are like millions of consumers around the globe, you jump on Twitter, Facebook, your social media site-du-jour or your blog, and complain to friends, family, followers and the world about the lousy service you are experiencing. Perhaps you even locate the company's Twitter handle, if it has one, and complain directly. Will people there answer? How quickly? Will they actually help? And will you go back on social media and report you are now a satisfied customer, or fume even more about their misguided (or lack of) response?