@misc{indiciaecb7aeac4c1bb,
  title = {Customer disservice?},
  author = {James L Glazer},
  year = {2006},
  doi = {10.7326/0003-4819-144-1-200601030-00012},
  url = {https://pubmed.ncbi.nlm.nih.gov/16389257/},
  note = {Source identifier: 16389257}
}