July 20, 2000

Loss of more than $1 billion in second quarter is not enough to scare investors away from Bank One Corp stock; chief executive James L Dimon announces $1.91 billion restructuring charge that wipes out company's quarterly profit and leaves it with loss of $1.27 billion; bank also slashes its dividend in half; stock rises $2.625, or 8.8 percent, to $32.625, on trading volume of more than 12 million shares; several analysts express confidence in Dimon's ability to turn around troubled bank (Market Place column) (M)

Harvey Araton Sports of The Times column discusses decision by US Davis Cup captain John McEnroe to name himself to play doubles against Spain; photo (M)

Linda Bensel-Meyers discusses how her disclosure of alleged abuses in athletic department at University of Tennessee has affected her life; negative reaction to her disclosure from faculty, students and athletic boosters noted; photo (M)

Article discusses outlook for British Open golf tournament (M)

Customer-service satisfaction, as measured by index compiled at University of Michigan, has dropped overall since 1994, and consumers are unhappy with service they are receiving from nearly every sector of the economy; one major cause is technology itself; phone systems and Web sites that are supposed to help can turn into infuriating mazes; also contributing to problem is an overall labor shortage, which has forced companies to hire less qualified workers for what are already low-paying, largely thankless jobs; photos (M)