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Адель Линн

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Пьетро Аретино (1492–1556) – итальянский писатель, сатирик, публицист и драматург, ведущий итальянский автор своего времени. Считается некоторыми исследователями предтечей европейской журналистики. Прим. ред.

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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.

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Kendall, C. L., and Russ, Frederick A. «Warranty and Complaint Policies, An Opportunity for Marketing Management», Journal of Marketing (April 1975): 37. Note: The information in this article refers to a survey conducted by the A. C. Nielsen Co.

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Schwartz, Tony. «Coping: How Do You Feel?» Secured Lender56 (November/December 2000): 108.

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Henry, Gregory L. «Continuing Medical Education for Emergency Physicians». Medical Practice Risk Assessment Track, Emergency Physicians Annual Conference 2000: audiocassette.

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Gerstner, C. R., and Day, D. V. Meta-Analytic Review of Leader-Member Exchange Theory: Correlates and Construct Issues, Journal of Applied Psychology 82 (1997): 827–844.

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Waldroop, James, and Butler, Timothy. Harvard Business Review on Finding and Keeping the Best People – Managing Away Bad Habits. Harvard Business Review, Boston: Harvard Business School Publishing, 2001.

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Simons, Tony. «The High Cost of Lost Trust». Harvard Business Review 80 (September 2002): 18.

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Lynn, Adele B. In Search of Honor, Lessons From Workers on How to Build Trust. Pittsburgh: Bajon House Publishing, 1997.

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John Darley, and Batson, Daniel. «From Jerusalem to Jericho: A Study of Situational and Dispositional Variables in Helping Behavior». Journal of Personality and Social Psychology 27 (1973): 100–119.

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Page, Dan. «UCLA Imaging Study Reveals How Active Empathy Charges Emotions; Physical Mimicry of Others Jump-Starts Key Brain Activity». UCLA News, April 7, 2003.

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«Interpersonal Effectiveness Training for Medical Students». The Consortium for Research on Emotional Intelligence in Organizations, .

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Kelley Robert. How to Be a Star at Work. New York: Times Books Publishing, 1998.

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Rasmusson, Erika. «The 10 Traits of Top Salespeople». Sales and Marketing Management 152 (August): 34–37.

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Стэнли Т. Дж., Данко У. Ваш сосед – миллионер. М.: Крон-Пресс, 1998.

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Miller, Michael Craig. «The Benefits of Positive Psychology». Harvard Mental Health Letter 18 (January 2002): 6.