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 ...

Klaus Engelhardt, the chairman of Kraftwerke Grün, hunched over his smartphone in the parking lot of the Berliner Hof club, attempting to shield the screen from the glare. He was still in his ...