NOTES

Chapter 1

1. We introduced an earlier version of this definition in an article in Harvard Business Review (January–February 2011) that we wrote with our colleague Robin Ely titled “Stop Holding Yourself Back.” Robin has been an important collaborator and inspiration to us personally and professionally. She makes us better.

2. David Gelles, “Stacy Brown-Philpot of TaskRabbit on Being a Black Woman in Silicon Valley,” New York Times, July 13, 2018, https://www.nytimes.com/2018/07/13/business/stacy-brown-philpot-taskrabbit-corner-office.html.

3. Dave Lee, “On the Record: TaskRabbit’s Stacy Brown-Philpot,” BBC News, September 15, 2019, https://www.bbc.com/news/technology-49684677.

4. Reid Hoffman, “Keep Humans in the Equation—with TaskRabbit’s Stacy Brown-Philpot,” Masters of Scale (podcast), October 9, 2019, https://mastersofscale.com/stacy-brown-philpot-keep-humans-in-the-equation-masters-of-scale-podcast/.

5. “The Reid Hoffman Story—Make Everyone a Hero,” WaitWhat, Masters of Scale (podcast), October 23, 2019, https://mastersofscale.com/reid-hoffman-make-everyone-a-hero/.

6. “Claire Hughes Johnson: How Stripe’s COO Approaches Company Building,” Lattice, YouTube, May 15, 2018, https://www.youtube.com/watch?v=vIHKzRub7ts.

7. Gen. Martin E. Dempsey, “Mission Command White Paper,” Office of the Chairman of the Joint Chiefs of Staff, Washington, DC, April 2012.

8. Gallup, State of the Global Workforce (New York: Gallup Press, 2017).

Chapter 2

1. Susan Fowler, “Reflecting on One Very, Very Strange Year at Uber,” Susan Fowler (blog), February 19, 2017, https://www.susanjfowler.com/blog/2017/2/19/reflecting-on-one-very-strange-year-at-uber.

2. Kara Swisher, ubiquitous journalist, entrepreneur, and conscience of the tech sector, was writing regularly about the urgent need for stronger leadership and accountability in the industry.

3. These ideas were explored in a TED talk Frances gave called “How to Build (and Rebuild) Trust” (TED Talk, TED2018, Vancouver, April 13, 2018).

4. Ethan S. Bernstein and Stephen Turban, “The Impact of the ‘Open’ Workspace on Human Collaboration,” Philosophical Transactions of the Royal Society B: Biological Sciences (2018).

5. We want to thank Tien Larson for helping us to finally get this diagram right.

6. Yvon Chouinard, Let My People Go Surfing: The Education of a Reluctant Businessman—Including 10 More Years of Business Unusual (New York: Penguin Books, 2016), 1.

7. Jeff Beer, “How Patagonia Grows Every Time It Amplifies Its Social Mission,” Fast Company, February 21, 2018, https://www.fastcompany.com/40525452/how-patagonia-grows-every-time-it-amplifies-its-social-mission.

8. Rose Marcario, “Patagonia CEO: This Is Why We’re Suing President Trump,” Time, December 6, 2017, https://time.com/5052617/patagonia-ceo-suing-donald-trump/.

9. Alana Semuels, “ ‘Rampant Consumerism Is Not Attractive.’ Patagonia Is Climbing to the Top—and Reimagining Capitalism Along the Way,” Time, September 23, 2019, https://time.com/5684011/patagonia/.

10. Michael Corkery, “Walmart Says It Will Pay for Its Workers to Earn College Degrees,” New York Times, May 30, 2018, https://www.nytimes.com/2018/05/30/business/walmart-college-tuition.html.

11. Paulo Freire, Teachers as Cultural Workers: Letters to Those Who Dare to Teach (Boulder, CO: Westview Press, 1998).

12. Victoria L. Brescoll and Eric Luis Uhlmann, “Can an Angry Woman Get Ahead? Status Conferral, Gender, and Expression of Emotion in the Workplace,” Psychological Science 19, no. 3 (2008): 268–275, https://www.jstor.org/stable/40064922; Adia Harvey Wingfield, “The Modern Mammy and the Angry Black Man: African American Professionals’ Experiences with Gendered Racism in the Workplace,” Race, Gender, & Class 14, no. 1/2 (2007): 196–212, https://www.jstor.org/stable/41675204.

13. Amy Edmondson, The Fearless Organization (Hoboken, NJ: John Wiley & Sons, Inc., 2018).

14. Ibid., 45.

15. David Gigone and Reid Hastie, “The Common Knowledge Effect: Information Sharing and Group Judgment,” Journal of Personality and Social Psychology 65, no. 5 (1993): 959–974.

16. One of our favorite mindfulness evangelists is Dan Harris, ABC News correspondent and author of 10% Happier: How I Tamed the Voice in My Head, Reduced Stress without Losing My Edge, and Found Self-Help That Actually Works—A True Story (New York: Harper Collins, 2014). It’s a terrific book that chronicles Harris’s journey from an on-air panic attack to no longer being at the mercy of negative thoughts.

17. Anne Morriss, Robin J. Ely, and Frances Frei, “Managing Yourself: Stop Holding Yourself Back,” Harvard Business Review, January–February 2011.

18. Christina Pazzanese, “Teaching Uber instead of HBS Students,” Business & Economy, Harvard Gazette, June 6, 2017, https://news.harvard.edu/gazette/story/2017/06/harvard-business-school-professor-to-tackle-ubers-controversial-internal-culture/.

19. Mike Isaac, “Inside Uber’s Aggressive, Unrestrained Workplace Culture,” Technology, New York Times, February 22, 2017, https://www.nytimes.com/2017/02/22/technology/uber-workplace-culture; Rani Molla, “Half of U.S. Uber Drivers Make Less Than $10 an Hour after Vehicle Expenses, According to New Study,” Vox, October 2, 2018, https://www.vox.com/2018/10/2/17924628/uber-drivers-make-hourly-expenses.

20. Leslie Hook, “Can Uber Ever Make Money?,” Uber Technologies Inc., Financial Times, June 22, 2017, https://www.ft.com/content/09278d4e-579a-11e7-80b6-9bfa4c1f83d2.

21. Asma Khalid, “Uber Taps Harvard Business School’s Frances Frei to Turn Company in Right Direction,” WBUR, December 21, 2017, https://www.wbur.org/bostonomix/2017/12/21/uber-hires-frances-frei.

22. Mike Isaac, “How Uber Deceives the Authorities Worldwide,” Technology, New York Times, March 3, 2017, https://www.nytimes.com/2017/03/03/technology/uber-greyball-program-evade-authorities.

23. Kara Swisher, “Uber CEO Travis Kalanick Says the Company Has Hired Former Attorney General Eric Holder to Probe Allegations of Sexism,” Vox, February 20, 2017, https://www.vox.com/2017/2/20/14677546/uber-ceo-travis-kalanick-eric-holder-memo.

24. Special Committee of the Board, “Covington Recommendations” (Google Doc, 2017), https://drive.google.com/file/d/0B1s08BdVqCgrUVM4UHBpTGROLXM/view.

25. Sasha Lekach, “Uber Drivers Really Wanted In-app Tipping for a Reason: $600 Million Made in First Year,” Tech, Mashable, June 21, 2018, https://mashable.com/article/uber-tipping-600-million-first-year/.

26. Johana Bhuiyan, “Uber’s Sleek New Product? Your Safety,” Vox, September 6, 2018, https://www.vox.com/2018/9/6/17824294/uber-safety-product-features.

27. Sheelah Kolhatkar, “At Uber, a New C.E.O. Shifts Gears,” New Yorker, March 30, 2018, https://www.newyorker.com/magazine/2018/04/09/at-uber-a-new-ceo-shifts-gears; Dara Khosrowshahi, “A New Future for Uber and Grab in Southeast Asia,” Uber Newsroom, March 26, 2018, https://www.uber.com/newsroom/uber-grab/.

28. Frances spoke at length with Kara Swisher on the focus of the work and how the approach can be used at other companies. A full transcript of the conversation can be found here: https://www.vox.com/2017/8/4/16092766/transcript-uber-svp-leadership-diversity-women-culture-frances-frei-live-onstage-recode-decode.

29. Leslie Hook, “Can Frances Frei Fix Uber?” Uber Technologies Inc., Financial Times, September 10, 2017, https://www.ft.com/content/a64de182-93b2-11e7-a9e6-11d2f0ebb7f0.

30. Kara Swisher, “Uber’s Culture Fixer, Frances Frei, Is Leaving the Company,” Vox, February 27, 2018, https://www.vox.com/2018/2/27/17058348/uber-culture-frances-frei-depart-travis-kalanick-dara-khosrowshahi-harvard-business-school.

31. Mike Isaac, “Uber Sells Stake to SoftBank, Valuing Ride-Hailing Giant at $48 Billion,” Technology, New York Times, December 28, 2017, https://www.nytimes.com/2017/12/28/technology/uber-softbank-stake.htm.

Chapter 3

1. We are incredibly grateful to the amazing Professor Emma Dench of Harvard University for introducing us to Valerius Maximus and many of her other long-departed friends. Emma and Frances co-taught a course called “Leadership Lessons from Ancient Rome” to MBA students in the fall of 2015. The experience profoundly changed the way we think about past and present, as well as their intimate connections to each other. This chapter attempts to honor that gift.

2. Valerius Maximus, Memorable Doings and Sayings, Volume II: Books 6–9, ed. D. R. Shackleton Bailey (Cambridge, MA: Harvard University Press, 2000).

3. Ibid., 65.

4. Kevin Kelleher, “AMD’s 50-Year Tug-of-War with Intel Just Took an Interesting Turn,” Fortune, May 29, 2019, https://fortune.com/2019/05/28/amd-intel-ryzen/.

5. Lydia Dishman, “How This CEO Avoided the Glass Cliff and Turned around an ‘Uninvestable’ Company,” Fast Company, September 10, 2018, https://www.fastcompany.com/90229663/how-amds-ceo-lisa-su-managed-to-turn-the-tech-company-around.

6. We’ve been handing out laminated cards of this framework to our students for the last fifteen years. In almost every corner of the planet, we’ve had the awesome experience of running into someone who pulled out one of these cards, sometimes torn and yellowed after years of being stuffed into a wallet, and told us how the ideas made a difference in their lives. We live for these moments.

7. Our friend Amy Edmondson offers a similar framework, derived from her groundbreaking work on psychological safety, in her terrific book, The Fearless Organization. Here, she describes the optimal performance state of high standards and high psychological safety.

8. “Peru: Journey to Self-Reliance FY 2019 Country Roadmap,” USAID, https://selfreliance.usaid.gov/country/peru.

9. Maximus, Memorable Doings and Sayings, 82.

10. Ibid., 84.

11. Carol Dweck, Mindset: The New Psychology of Success (New York: Random House, 2006), 71–72.

12. Marcus Buckingham and Ashley Goodall, “The Feedback Fallacy,” Harvard Business Review, March–April 2019.

13. Walter Isaacson, “The Real Leadership Lessons of Steve Jobs,” Harvard Business Review, April 2012, https://hbr.org/2012/04/the-real-leadership-lessons-of-steve-jobs.

14. Ibid.

15. Jolie Kerr, “How to Talk to People, According to Terry Gross,” New York Times, November 17, 2018, https://www.nytimes.com/2018/11/17/style/self-care/terry-gross-conversation-advice.html.

Chapter 4

1. There is too much good work in this area to properly honor, but thinkers and scholars who have inspired us recently include Modupe Akinola, Melinda Gates (yes, that Melinda Gates), Boris Groysberg, Denise Lewin Lloyd, Anthony Mayo, Lauren Rivera, and Laura Morgan Roberts. For the intellectual adventure of a lifetime, start with their work on race and gender equity.

2. AnitaB.org, “Homepage,” https://ghc.anitab.org.

3. Pamella de Leon, “Entrepreneur Middle East’s Achieving Women 2019: Cammie Dunaway, Chief Marketing Officer, Duolingo,” Entrepreneur, September 22, 2019, https://www.entrepreneur.com/article/339699.

4. Maureen Farrell et al., “The Fall of WeWork: How a Startup Darling Came Unglued,” Wall Street Journal, October 24, 2019, https://www.wsj.com/articles/the-fall-of-wework-how-a-startup-darling-came-unglued-11571946003.

5. TED, “The TED Interview: Frances Frei’s Three Pillars of Leadership,” A TED Original Podcast, Podcast audio, November 2019, https://www.ted.com/talks/the_ted_interview_frances_frei_s_three_pillars_of_leadership.

6. Two organizations doing great work on women’s representation in leadership—both applied research and functional support—are the Stanford’s VMware Women’s Leadership Innovation Lab and LeanIn.Org. A practical first step is to sign up for their newsletters.

7. Alex Coop, “Leaders in Davos Stress Diversity and Inclusion of Women in Tech,” IT Business, January 26, 2018, https://www.itbusiness.ca/news/leaders-in-davos-stress-diversity-and-inclusion-of-women-in-tech/98784.

8. Alison M. Konrad, Vicki Kramer, and Sumru Erkut, “Critical Mass: The Impact of Three or More Women on Corporate Boards,” Organizational Dynamics 37, no. 2 (2008): 145–164.

9. Paul Solman, “How Xerox Became a Leader in Diversity—and Why That’s Good for Business,” PBS News Hour, September 15, 2014, https://www.pbs.org/newshour/economy/xerox-employees-arent-carbon-copies.

10. Much of the credit for this work goes to Matt Jahansouz, who assembled a team from diverse industries and life experiences at a pace required of a high-growth company.

11. Dave Itzkoff, “Samantha Bee Prepares to Debut ‘Full Frontal,’ ” New York Times, January 6, 2016, https://www.nytimes.com/2016/01/10/arts/television/samantha-bee-prepares-to-break-up-late-night-tvs-boys-club.html.

12. Ibid.

13. National Public Radio (NPR), “Only 3 Minority Head Coaches Remain in the NFL Ahead of Post-Season Play,” https://www.npr.org/2019/01/04/682350052/only-3-minority-head-coaches-remain-in-the-nfl-ahead-of-post-season-play.

14. Catherine E. Harnois and João L. Bastos, “Discrimination, Harassment, and Gendered Health Inequalities: Do Perceptions of Workplace Mistreatment Contribute to the Gender Gap in Self-reported Health?” Journal of Health and Social Behavior 59, no. 2 (2018): 283–299.

15. Countless resources are available to support you in the creation of safe and healthy workplaces. As a starting point, we like the EEOC’s online summary of “promising practices”: https://www.eeoc.gov/eeoc/publications/promising-practices.cfm.

16. Amy Edmondson, The Fearless Organization (Hoboken, NJ: John Wiley & Sons, Inc., 2019), xvi.

17. Amy Elisa Jackson, “Why Salesforce’s New Equality Chief Is Thinking Beyond Diversity,” Fast Company, March 20, 2017, https://www.fastcompany.com/3069082/why-salesforces-new-equality-chief-is-thinking-beyond-diversity.

18. Zing Tsjeng, “Teens These Days Are Queer AF, New Study Says,” Vice, March 10, 2016, https://www.vice.com/en_us/article/kb4dvz/teens-these-days-are-queer-af-new-study-says.

19. “Curriculum,” The Safe Zone Project, https://thesafezoneproject.com/curriculum/.

20. Shalayne Pulia, “Meet Deirdre O’Brien, the Apple Executive Bringing a Human Touch to the Tech Giant,” InStyle, November 7, 2019, https://www.instyle.com/celebrity/deirdre-obrien-apple-badass-women.

21. Professor Frank Flynn, now at Stanford University, developed this experiment while he was teaching at Columbia, building on the original “Heidi Roizen” case (Kathleen L. McGinn and Nicole Tempest, “Heidi Roizen,” Case 800-228 [Boston: Harvard Business School, 2000; revised 2010.].) It's beautiful pedagogy.

22. Shana Lebowitz, “Microsoft’s HR Chief Reveals How CEO Satya Nadella Is Pushing to Make Company Culture a Priority, the Mindset She Looks for in Job Candidates, and Why Individual Success Doesn’t Matter as Much as It Used To,” Business Insider, August 16, 2019, https://www.businessinsider.com/microsoft-hr-chief-kathleen-hogan-company-culture-change-satya-nadella-2019-8.

23. Rachel Bachman, “U.S. Women’s Soccer Games Outearned Men’s Games,” Wall Street Journal, June 17, 2019, https://www.wsj.com/articles/u-s-womens-soccer-games-out-earned-mens-games-11560765600.

24. John A. Byrne, “Harvard B-school Dean Offers Unusual Apology,” Fortune, January 29, 2014, https://fortune.com/2014/01/29/harvard-b-school-dean-offers-unusual-apology.

Chapter 5

1. In addition to the privilege of working side by side with some of the world’s most effective strategic operators, a number of experiences have profoundly influenced our understanding of strategy. Frances taught the required Strategy course at HBS, which uses as its intellectual foundation the work of Michael Porter, Jan Rivkin, Bharat Anand, and many other amazing faculty from the strategy unit at Harvard Business School. In addition, Anne spent a number of years working with the OTF Group, a global consulting firm that applied Michael Porter’s ideas and frameworks to the challenge of building competitiveness in emerging economies.

2. Frances Frei and Anne Morriss, Uncommon Service: How to Win by Putting Customers at the Core of Your Business (Boston: Harvard Business Review Press, 2012).

3. A visualization tool introduced to us by our colleague Jan Rivkin, attribute maps allow you to measure firm performance relative to competitor performance based on a market segment’s ranking of key product features.

4. James L. Heskett, “Southwest Airlines 2002: An Industry under Siege,” Case 803-133 (Boston: Harvard Business School, 2003); and Frances X. Frei and Corey B. Hajim, “Rapid Rewards at Southwest Airlines,” Case 602-065 (Boston: Harvard Business School, 2001; revised 2004).

5. We originally heard this story from the great Earl Sasser, Baker Foundation Professor at Harvard Business School, in December 2006. It is retold in more detail in Frei and Morriss, Uncommon Service.

6. Patty Azzarello, Rise: 3 Practical Steps for Advancing Your Career, Standing Out as a Leader, and Liking Your Life (New York: Ten Speed Press, 2012).

7. Many of the ideas in this section are also described in “Better, Simpler Strategy,” a pamphlet Frances coauthored with Felix Oberholzer-Gee (Frances X. Frei and Felix Oberholzer-Gee, “Better, Simpler Strategy,” Baker Library, Boston, September 2017). Felix is a friend and colleague who understands the principles of strategy deeply and describes them clearly and elegantly. His fantastic book, Value-based Strategy: A Guide to Understanding Exceptional Performance, is forthcoming.

8. This framework is an illustration of value-based strategy, an approach to strategic management that builds on the foundational work of Michael Porter, Adam Brandenburger, and Harbone Stuart.

9. David Yoffie and Eric Baldwin, “Apple Inc. in 2015,” Case 715-456 (Boston: Harvard Business School, 2015).

10. Tim O’Reilly, WTF: What’s the Future and Why It’s Up to Us (New York: Harper Business, 2017).

11. Tony Hsieh, Delivering Happiness (New York: Grand Central Publishing, 2010), 185–186.

12. Ibid., 187–188.

13. Zeynep Ton, The Good Jobs Strategy: How the Smartest Companies Invest in Employees to Lower Costs and Boost Profits (New York: Houghton Mifflin, 2014).

14. QuikTrip, “QuikTrip Opens 800th Store, Celebrates Huge Growth Milestone in Its 60-Year History,” QuikTrip News, April 3, 2019, https://www.quiktrip.com/About/News/quiktrip-opens-800th-store-celebrates-huge-growth-milestone-in-its-60-year-history.

15. Joe Nocera, “The Good Jobs Strategy,” New York Times, July 7, 2015. https://www.nytimes.com/2015/07/07/opinion/joe-nocera-the-good-jobs-strategy.html.

16. Neil Irwin, “Maybe We’re Not All Going to Be Gig Economy Workers after All,” New York Times, September 15, 2019, https://www.nytimes.com/2019/09/15/upshot/gig-economy-limits-labor-market-uber-california.html.

17. David Gelles, “Stacy Brown-Philpot of TaskRabbit on Being a Black Woman in Silicon Valley,” New York Times, July 13, 2018, https://www.nytimes.com/2018/07/13/business/stacy-brown-philpot-taskrabbit-corner-office.html.

18. David Lee, “On the Record: TaskRabbit’s Stacy Brown-Philpot,” BBC News, September 15, 2019, https://www.bbc.com/news/technology-49684677.

19. Casey Newton, “TaskRabbit Is Blowing Up Its Business Model and Becoming the Uber for Everything,” The Verge, June 17, 2014, https://www.theverge.com/2014/6/17/5816254/taskrabbit-blows-up-its-auction-house-to-offer-services-on-demand.

20. Lee, “On the Record: TaskRabbit’s Stacy Brown-Philpot.”

21. James K. Willcox, “Cable TV Fees Continue to Climb,” Consumer Reports, October 15, 2019, https://www.consumerreports.org/tv-service/cable-tv-fees/.

22. Steven J. Spear and H. Kent Bowen, “Decoding the DNA of the Toyota Production System,” Harvard Business Review, September 1, 1999.

23. Shawn Achor et al., “9 Out of 10 People Are Willing to Earn Less Money to Do More-Meaningful Work,” Harvard Business Review, November 6, 2018.

24. Brittain Ladd, “Amazon CEO Jeff Bezos Believes This Is the Best Way to Run Meetings,” Observer, June 10, 2019, https://observer.com/2019/06/amazon-ceo-jeff-bezos-meetings-success-strategy/.

25. “Amazon CEO Jeff Bezos: It Is Always Day One,” YouTube, 2018, https://www.youtube.com/watch?v=KPbKeNghRYE.

26. We are paraphrasing one of Anne’s writing teachers, the wonderful Rhoda Flaxman. Flaxman taught British and American Literature at Brown University, where she also directed Brown’s writing-across-the curriculum program and published on Victorian literature.

27. Jan Carlzon, Moments of Truth (New York: HarperBusiness, 1987).

28. Ibid., 88.

29. Elizabeth Dunn, “Momofuku’s Secret Sauce: A 30-Year-Old C.E.O.,” New York Times, August 16, 2019, https://www.nytimes.com/2019/08/16/business/momofuku-ceo-marguerite-mariscal.html.

30. Tsedal Neeley, The Language of Global Success: How a Common Tongue Transforms Multinational Organizations (Princeton, NJ: Princeton University Press, 2017).

Chapter 6

1. Michael Basch, Customer Culture: How FedEx and Other Great Companies Put the Customer First Every Day (Upper Saddle River, NJ: Prentice Hall PTR, 2003), 8.

2. Edgar H. Schein, Organizational Culture and Leadership (San Francisco: Jossey-Boss, 1991).

3. Norm Brodsky, “Learning from JetBlue,” Inc., March 1, 2004.

4. Schein, Organizational Culture and Leadership, 2.

5. Nancy Hass, “And the Award for the Next HBO Goes To … ,” GQ, January 29, 2013, https://www.gq.com/story/netflix-founder-reed-hastings-house-of-cards-arrested-development.

6. McCord tells the complete story herself in her terrific book, Powerful: Building a Culture of Freedom and Responsibility (USA: Silicon Guild, 2017).

7. Mike Isaac, Super Pumped: The Battle for Uber (New York: W.W. Norton & Company, Inc., 2019), 265.

8. Anyone who cares about getting culture right should read Susan Fowler, Whistleblower: My Journey to Silicon Valley and Fight for Justice at Uber (New York: Viking, 2020).

9. Dara Khosrowshahi, “Uber’s New Cultural Norms,” LinkedIn (blog), November 7, 2017, https://www.linkedin.com/pulse/ubers-new-cultural-norms-dara-khosrowshahi/.

10. We admire the practices of world-class leadership coaches like Jerry Colonna, who has dedicated his career to helping leaders disrupt the path from personal history to company dysfunction. He wrote a fantastic book about the experience titled Reboot: Leadership and the Art of Growing Up (New York: Harper Business, 2019).

11. Cecilia D’Anastasio, “Inside the Culture of Sexism at Riot Games,” Kotaku, August 7, 2018, https://kotaku.com/inside-the-culture-of-sexism-at-riot-games-1828165483.

12. Riot Games, “Our First Steps Forward,” News, Riot website, August 29, 2018, https://www.riotgames.com/en/who-we-are/our-first-steps-forward.

13. Riot internal survey data, collected November 2019.

14. Jerry Useem, “Harvard Business School’s ‘Woman Problem,’” Inc., June 1, 1998, https://www.inc.com/magazine/19980601/940.html.

15. The team included Youngme Moon as chair of the MBA Program, Tom Eisenmann as head of the MBA Elective Curriculum (second year), and Robin Ely as the leader of culture and community.

16. Satya Nadella, Greg Shaw, and Jill Tracie Nichols, Hit Refresh: The Quest to Rediscover Microsoft’s Soul and Imagine a Better Future for Everyone (New York: HarperBusiness, 2017).

17. Ibid, 4–11, 80–95.