Exit, Voice, and Albert O. Hirschman
Harvard Business Review
DECEMBER 12, 2012
You're a United Airlines Premier Platinum member with hundreds of thousands of unused miles, and you've decided you can't take the airline's post-merger disorganization and shoddy service any longer. This morning I finally finished it (it's a short book, and much of it is fascinating, but I would definitely not call it a page-turner).
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