Considering the story of Jeremy Dorosin, a former loyal customer of Starbucks Coffee. Mr. Dorosin purchased an espresso machine from Starbucks as a wedding gift for a friend, but found it to be defective. After a series of phone calls to Starbucks, he became infuriated when his complaint was not resolved to his satisfaction. As a result, Mr. Dorosin purchased a series of ads in the Wall Street Journal that criticized Starbucks, and he publicized his story with a book, a website, and media interviews…
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