MAP20080032258 Ulwick, Anthony W. Giving customers a fair hearing / Anthony W. Ulwick and Lance A. Bettencourt En: Sloan management review. - Cambridge : MIT Sloan School of Management, 1985-2012 = ISSN 1532-9194. - 01/04/2008 Tomo 49 Número 3 - 2008 I. Bettencourt, Lance A. . II. Title.
