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- [6] When the customer isn't right: A workshop in handling conflicts when clients behave unethically STC 1996 PROCEEDINGS - 43RD ANNUAL CONFERENCE: EVOLUTION/REVOLUTION, 1996, : 60 - 60
- [9] No One Is Always Right, Including the Customer: Comments on "The Customer Is Not Always Right" Journal of Business Ethics, 1998, 17 : 883 - 884