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 ...

Hallowell, Roger. "Southwest Airlines: A Case Study Linking Employee Needs Satisfaction and Organizational Capabilities to Competitive Advantage." Human Resource Management (winter 1996).

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 ...