Case of the Complaining Customer (HBR Case Study and Commentary)

Dan  Finkelman; Tony  Goland; Leonard A. Schlesinger; Dinah  Nemeroff; Ron  Zemke; Claus  Moller

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Article | Harvard Business Review | May – June 1990

Case of the Complaining Customer (HBR Case Study and Commentary)

by Dan Finkelman, Tony Goland, Leonard A. Schlesinger, Dinah Nemeroff, Ron Zemke and Claus Moller

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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 Review 68, no. 3 (May–June 1990).

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Leonard A. Schlesinger

Baker Foundation Professor

General Management

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