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Getting organizational improvement off the ground : using the cube one framework to learn from the turnaround at continental airlines
Kopelman, Richard E., (2011)
Interpreting the success of Zappos.com, four seasons, and nordstrom : customer centricity is but one-third of the job
Kopelman, Richard E., (2012)
Interpreting the success of Zappos.com, Four Seasons, and Nordstrom : customer centricity is but one-third of the job