Finkelman, Dan, Tony Goland, Leonard A. Schlesinger, Dinah Nemeroff, Ron Zemke, and Claus Moller. "Case of the Complaining Customer (HBR Case Study and Commentary)." Art. 90304. Harvard Business ...

If the question refers to a specific business then context must be included in the answer by using the case study stimulus provided – this will be in section B or C only. Outline questions (2 ...