Джон Стюарт Милль (1806–1873) – британский философ, социолог, экономист и политический деятель. Прим. ред.
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Goodman, John. «Basic Facts on Customer Complaint Behavior and the Impact of Service on the Bottom Line». Competitive Advantage, June 1991. Note: The research mentioned in this article was carried out by TARP (Technical Assistance Research Programs) and was originally delivered for a government study.
