TY - JFULL TI - Harvard Business Review. Jul/Aug AU - Normann, RichardRamirez, Rafael UR - http://search.ebscohost.com/login.aspx?direct=true&AuthType=ip,shib&db=bth&AN=9309166477&site=ehost-live&scope=site PY - 1993 EP - 77 SP - 65 SN - 0017-8012 IS - 4 VL - 71 ER -