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Introduction Julia Kirby Kirby, Julia 1
When No News Is Good News Bronwyn Fryer Fryer, Bronwyn 17
Are Some Customers More Equal Than Others? Paul F. Nunes Nunes, Paul F. Brian A. Johnson Johnson, Brian A. 41
License to Overkill Paul F. Nunes Nunes, Paul F. 65
The Global Brand Face-Off Anand P. Raman Raman, Anand P. 91
The Quality Improvement Customers Didn't Want Dawn Iacobucci Iacobucci, Dawn 121
Keeping to the Fairway Thomas J. Waite Waite, Thomas J. 161
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