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In a Self-Serve World, Start-Ups Find Value in Human Helpers - The New York Times
"An economist would praise the great disintermediation for its efficiency. As a customer, you may have a different reaction: Look at all the work you’re now being asked to do. Was it really wise to get rid of all those human helpers?"
nytimes  airfares  travel-agents  human-touch  disintermediation 
december 2015 by jschneider
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