I love it when major business pubs have articles on human factors. Business Week is the latest (article here). The best thing is that it is short and to the point (i.e. the article is usable itself :-D).
This particular article is about Enterprise Usability (although that is my term, so they don't use it). The idea is that the whole business has to provide a good user experience, from brand image to customer service, with the actual product only being one part.