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The acceptance of your customers can mean the difference between success and failure. Until now, the process of achieving this acceptance, of becoming legitimate, has been poorly examined. In this article, Dr Christian Hampel, of Imperial College Business School, and Profess Paul Tracey, Of Cambridge Judge Business School, look at the historical example of Thomas Cook. Read the full article on the AMJ website: http://amj.aom.org/content/60/6/2175.... Imperial College Business School inspires the best minds to become future business leaders. As part of Imperial College London, a global leader in science and technology, we drive business advantage through the fusion of business and technology and an entrepreneurial mindset. Learn more: https://www.imperial.ac.uk/business-s... Read the latest articles from our academics: https://www.imperial.ac.uk/business-s...