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Globalization's next chapter. The corporate code--minority division. Why one irate customer might be one too many

Illustration by Terry Allen for TIME

Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000 By Pete Blackshaw Doubleday; 193 pages

There I was, at 6 A.M. on the chilly day after Christmas, jammed in the vestibule of a well-known national department store, all because a badly worded newspaper ad had lured me and dozens of others to arrive for the after-holiday sale an hour early. No one let us in the store; no one apologized later when I sent an e-mail complaint to the company's website. Luckily for the store, I wasn't quite aware of how much damage I could do to its reputation online in...

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