Barkan, Ilyse. Ann Hopkins. Case number 9-391-155. Harvard Business School. The President and Fellows of Harvard College: Harvard Business School Publishing, 1997
Law vs. Justice
Myers, Paul S. Paul Cronan and New England Telephone Company. Harvard Business School. The President and Fellows of Harvard College: Harvard Business School Publishing, 1991
Law vs. Justice
University of Michigan Business School. The American Customer Satisfaction Index: Special Report on Government Satisfaction Scores. Ann Arbor, MI: University of Michigan Business School.December 17, 2001, p.2
Customer Service
Delehunt, Anne K. Ashland Oil, Inc.: Trouble at Floreffe. Harvard Business School. The President and Fellows of Harvard College: Harvard Business School Publishing, 1990
Law vs. Justice
Yan, R. (2004b) To reach China's consumers, adapt to Guo Qing, Harvard Business Review on Doing Business in China. Boston, MA: Harvard Business School Press.
Internationalization Challenges and Strategies in China
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