OPERATIONS

Survey: 65% of consumers have left store due to poor service

BY Marianne Wilson

Yonkers, N.Y. — Americans are frustrated with the state of customer service, according to a new survey by Consumer Reports magazine. In the survey, 65% of the respondents said they are "tremendously annoyed" by rude salespeople and 64% said that they had left a store in the previous 12 months because of poor service.

Consumer Reports also found that 71% of survey respondents were extremely irritated when they couldn’t reach a human on the phone.

Brokerage firms, eyeglass retailers and pharmacies were among the highest-rated industries for service based on several years worth of subscriber-survey data analyzed by Consumer Reports National Research Center. Computer tech support, TV, phone and Internet service providers earned some of the lowest scores.

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OPERATIONS

Report: Barnes & Noble files suit to block Nook patent royalty claim

BY CSA STAFF

New York City — A report released Tuesday by Bloomberg said that Barnes & Noble has filed suit against LSI Corp. to prevent the chipmaker from demanding patent royalties on sales of the bookseller’s Nook digital reader.

According to the report, the suit is a preemptive strategy by Barnes & Noble, as LSI had previously notified the retailer of intentions “to pursue claims of infringement of the LSI patents,” according to the complaint filed Monday in federal court in San Francisco.

Barnes & Noble was named in 14 patent-infringement lawsuits last year, up from three in 2008, according to Bloomberg Law data. Including LSI, the company is involved in nine complaints so far this year.

In the LSI case, Barnes & Noble is seeking an order that it isn’t using technology covered by 10 LSI patents.

“Barnes & Noble does not infringe and has not infringed the LSI patents,” the company said in the filing. The patents cited in the lawsuit include technology for wireless local-area networks, ways to enhance communications, and a DVD audio decoder.

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Loehmann’s names CEO

BY Marianne Wilson

New York City — Loehmann’s Holdings announced that Steven M. Newman has been appointed CEO.

Newman, who will also be a member of Loehmann’s board of directors, will join the company in the second week of June. He assumes the CEO role from interim CEO Joe Melvin who will remain as COO of the company.

Newman most recently served for four years as president of Ashley Stewart, a women’s specialty retailer. Prior to that, Mr. Newman was executive VP at New York & Co. for four years, responsible for merchandising, design and store presentation.

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