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The subject of research in the article is methods of data collection and processing to assess the level of customer satisfaction and loyalty to the company, as well as the possibility of evaluating the collected data. The purpose of the work is the analysis of methods for determining customer loyalty and assessing their level of satisfaction, the development of a unified assessment algorithm based on various types of data. The article deals with the following tasks: analysis of information acquisition methods – questionnaires and reviews, evaluation methods definition and comparison questionnaires with closed answers, reviews and open answers’ text tonality evaluation methods analysis using an artificial intelligence, development of an algorithm for determining a unified evaluation and conducting an experiment. The following methods are used: theoretical research methods for determining existing data collection methods, as well as methods for assessing the level of customer loyalty and satisfaction using CSI, CSAT indexes, NLP methods for determining the text tonality, bringing the calculated values to one scale, determining the method of a unified assessment; empirical research methods for conducting an experiment, determining and proving the feasibility of applying the method. The following results were obtained: a method of assessing customer loyalty and their level of satisfaction based on the analysis of various types of information with further results unification was proposed. Various types of date are responses to questionnaires and user reviews. The questionnaires are analyzed using KPI, and reviews – using artificial intelligence methods. After normalizing the results (bringing them to one scale), the additive convolution method is used to unify the overall result. A prototype of the software system has been developed, which allows you to carry out a full cycle from collecting information to calculating both KPI-metrics and a unified assessment. Conclusions: Experimentally, it was determined that the method of assessing customer loyalty and their level of satisfaction based on the unification of a comprehensive assessment of various types of data is efficient and can be used to optimize business processes by reducing time and efforts spent on analyzing the gathered data. The use of this method is fully justified, since the measurement error is low, and the margin of error is acceptable.

The article focuses on the reconstruction of the role of ministerial offi cials, university professors and journal reviewers in the mechanism of (trans)formation of the hierarchy of authorities in classical philology, i.e. authors of Latin textbooks in Russia in the 1830–40s. The research methodology is based on a combination of traditional historical methods, as well as approaches developed in the framework of the history of science, the history of disciplines and the sociology of literature. The Charter of gymnasiums, district and parish schools (1828) established the standards of teaching ancient languages and provided a list of textbooks recommended for gymnasiums; these were adaptations of the grammars of the German classical philologists C. G. Broeder, F. Doering, K. Zumpt. The reform provoked the publication of dictionaries, grammars and anthologies by language teachers of diff erent levels (from priests to professors). These were not only translations and adaptations of textbooks by European classical philologists, but also textbooks based on original methodological principles. The published books were discussed in thick journals (Journal of the Ministry of Public Education, Otechestvennye zapiski, Moskvityanin). The reviewers were most often young graduates of history and philology departments of universities, who were working on their master’s theses. The journals were a public platform for the emerging community to evaluate ministry-certifi ed textbooks. In these discussions, opinions were formed as to the norms of the discipline, the fi gure of the classical philologist, the new trendsetters.

This review presents a detailed analysis of Yu. V. Lebedev’s textbook “Russian Literature of the 19th Century”, written for bachelor of theology degree students. The author of the article considers the new publication in the context of one of the leading branches of modern literary criticism – religious philology. The scope of analysis does not only include the methodology that lies at the basis of the construction of the history of the Russian literature but also the amount and range of the material used by the textbook author to corroborate his hypothesis. On the one hand, the review reveals the efficiency of the approach suggested by Yu. V. Lebedev, on the other hand, it outlines a number of issues, the most important one of which is associated with the need to answer the question whether the content of scientific knowledge will change depending on the target audience. A comparison of two textbooks by Yu. V. Lebedev (“History of Russian Literature of the 19th Century” for students-philologists and “Russian Literature of the 19th Century” for future theologians) shows how the vision of Russian literature is transformed and how the religious paradigm of a humanitarian science is formed. The author makes a conclusion that the ‘adequacy spectrum’ in modern philology is not so much associated with a specific area of research as with the use of various methods and approaches, and the ability to find common ground between them.

Scientific reviews are a publications type, which is very important for the world scientific community. This article considers reviews positions in the world publication flow (within the database «Wed of Science Core Collection» (WoS CC) array) for six natural sciences research areas (physics, chemistry, mathematics, geology, biology, computer science) during the period 2010–2019 for the leading countries of the world and Russia. The article considers additionally this type documents citation specialties depending on the research area.By means of the WoS CC database, bibliometric parameters of publication flows of scientific reviews for the six mentioned research natural sciences areas were determined: the number of records, it’s percentage in the total publication flow, the place of Russian reviews in the world flow, the average citation rate, the proportion of not cited records, the period of active citation. The dynamics of changes for these parameters over time (2010–2019) is considered.The article establishes the following features of scientific reviews, as a specific publication type:the percentage of reviews in both the world and Russian information flow is relatively small, it significantly depends on the research area, but over time it increases for all research areas;the trends of changes for the Russian reviews flow over time and in all research areas, follows world trends;Russian reviews occupy places, in terms of quantity, from 6–9 to a place in the fifth ten in the world array of WoS CC documents (depending on the year and research area), but they show a large spread in average citation terms. Sometimes, Russian reviews average citation is approaching and even exceeds the world average citation for some years and some research areas (and sometimes significantly);the non-cited reviews publications share is significantly lower than even for articles (the most cited type of publications);the reviews active citation period reaches 9–10 years and is significantly longer than (from some publications opinion) for scientific publications in general.

The article deals with the phatic component of modern media communication. The research problem consist in defining the peculiarities of realization of the phatic constituent in media text. The empirical material includes the two types of text: professional reviews published in mass media and users’ reviews about the Hollywood producer Nolan’s movie Tenet placed on Yandex Dzen platform. The Traditional understanding of phatic as “communication for communication sake” (e.g., a talk of random passengers on a train) considers this type of communication as opposed to informative speech interaction. This urgency of this research can be attributed to the fact that transformation of media space, associated mainly with the development of Internet communication, has considerably changed both the very notion of phatic communication and the correlation of phatic and informational component in media text. The authors suppose that “contact ensuring” function, realized both in professional mass media and in blogs, is the main function of phatic communication in the media text. The method of communicative-pragmatic analysis was employed to reveal the techniques that allow the media text producer to attract and keep attention of “their” reader, such as: total irony, opposition “own-alien”, I-discourse and you-discourse, use of precedent phenomena, etc. The analysis has shown that informative and phatic components are not opposed in modern media texts: these two planes form one complex area aimed at simultaneously informing the addressee, influencing their system of values and engaging them in an online dialogue, which is the basis principle of mass communication today. The media text producer solves the phatic task of communicative tuning in to “their” interlocutor and maintaining contact with a virtual text receiver via using precedent phenomena, implicit and explicit methods of self-presentation, stylistic devices (banter, irony). The phatic constituent does not reduce the “informational density” of the text but rather performs its informational diversification aimed at activation of the communicative process.

The review analyzes “The Malachite Casket’ by P.P. Bazhov” (2019), a multi-authored book, which in terms of publication type is close to the tradition of reputable academic series called “The Literary Monuments”.The book under review occupies a position in line with such a fundamental research as “Bazhovskaya Enciklopediya” [“Bazhov Encyclopedia”], the second edition of which had been published five years earlier. The Ural researchers focused on a number of tasks, namely: to present the verified content of “The Malachite Casket” collection of fairy tales; to give a comprehensive textological commentary on each fairy tale contained therein; to compare all the editions of this collection of fairy tales published during Bazhov’s lifetime and prepared with his direct participation. One of the features of the academic novelty of this research is related to the establishment of a dynamic canon of Bazhov’s book. The combination of historical-literary, poetological, culturological, and textological approaches was stipulated by the desire to give a comprehensive coverage of Bazhov’s collection of fairy tales. The research gives particular importance to the deep analysis of the entire meaningful literary and critical context related to the book “The Malachite Casket”. A separate commenting sketch traces how Bazhov sought and found optimal variants of use of dialectal words and expressions of the Urals.

This review of the newly published book “Vladimir Narbut. Poetry. Translations. Prose” (Roman Kozhukharov, ed., Moscow, 2018) evaluates the textual criticism methods applied to this collection, reflects on the quality of the commentaries and the preface essay, and reveals a remarkable number of flaws the new edition has: the altered structure of the poetic cycles, chronological and bibliographical errors, and issues with text variants. The editor demonstrates little regard for the textual accuracy, and employs a self-contradictory strategy for the versions and drafts of the poetic texts. The commentaries that supply the book lack merely a professional approach: some are too detailed (or too telegraphic), others disconnect from the context, and some are irrelevant or misguided. The latter is particularly true for the Russian-Ukrainian interlingual homographs and homonyms, and ethnographic realia. The long-winded preface essay provides a detailed overview of the poet’s life, and is full of debatable esoteric assumptions and preposterous conclusions.

This review considers The German-language Novel of the Turn of the 21st Century: The Problem of the Other (2019), a new monograph by Galina Vasilyevna Kuchumova. The reviewer focuses on the methodological peculiarities of the book which, according to her, are conditioned by the researcher’s attention to the postmodern philosophy of the death of the subject. The reviewer maintains that the methodology proves effective when studying the peculiarities of the German-language novel of the past few decades, as its emergence was influenced by the postmodern thought. Additionally, the reviewer emphasises the original approach the author of the monograph employs to solve the theoretical problem of the Other as compared to the phenomenological tradition of its interpretation. In Kuchumova’s book, the Other is not only another person who the subject interacts with, but also the phenomena and events which form the personality and are formed by them in their turn, and include home, art, the past, war, death, disease, etc. Next, the reviewer considers the concept behind the composition of the work in question. It is established that the structure of the book determines the concept of the work which aims at describing the strategies of structuring the subject realised in the German-language novel of the new turn of the century. Also, the reviewer puts forward some discussion points concerning the genre nature of Neue Mitte by Jochen Schimmang. The reviewer concludes that Kuchumova’s work creates a comprehensive picture of the issues and themes considered by German-language prose.

The review focuses on I. I. Plekhanova’s monograph “Principles of Petrushevskaya’s Artistic Game” (2019), which is dedicated to revealing the creative position of a modern writer. Combination of literary, philosophical, cultural, and psychological approaches is demonstrated as a method of studying not only the artistic world of Lyudmila Petrushevskaya but her creative intellection. It is noted that the researcher clarifies and deepens such concepts as “ritual”, “game”, “theatricality”, which are applicable to the analysis of Petrushevskaya’s artistic system. Introducing a collection of poems by Petrushevskaya into scientific areal, Plekhanova defines the character of the lyrical subject as a naive type due to natural sincerity, unselfish spontaneity and “simple” logic of reasoning. The main attention is focused on the term “artistry” introduced by I. I. Plekhanova in relation to the creative system of Petrushevskaya. The authors of review notice how the scientific hypothesis works in the character system, axiological paradigm, and stylistic features. Attention is focused on how Petrushevskaya’s creative system is included in the literary process of the XX–XXI centuries.

It is difficult to exaggerate the breadth and depth of Mary-Kay Wilmers’ contribution to national and international culture. Since 1992, she has been the editor of the London Review of Books. Her book The Eitingons: A Twentieth-Century Story (2009) came out in London and New York, in Moscow, in Paris. In Human Relations and Other Difficulties (2018) her long essays (reviews) were collected – from Listener, New Yorker, the LRB. This article presents her works in a literary context, gives her stylistic portrait through analysis of dominant features of her language personality. The first part of the article is devoted to The Eitingons. The research of her remarkable family evolved into a beautifully written book where the narrator is the most intriguing character. Historical indefiniteness did not embarrass the author, moreover, her penetration and postmodern approach turned the enigmas of history into a fascinating account where ambivalence and paradoxes helped to portray the mystery of life. The first Russian translation let you feel the difficulties of transforming into a different language her highly delicate and sophisticated approach, her lightness, ambivalence, intimate intonation. In the second part, devoted to Human Relations, special attention is paid to her works on obituaries, advertising encyclopedia, language of the novel reviewing, ‘difficult women.’ Close reading demonstrates the author’s functional, balanced, considerate, courageous, challenging, critical, convivial approach. Right priorities, admirable style, wisdom, charm on page are characteristics of Mary-Kay Wilmers’ ‘modest unemphatic originality’. The third part touches upon the books devoted to her.

The Paradigm of Finnish Reviews of Without Dogma by Henryk Sienkiewicz: Observations on the Issue of Intercultural Communication and the Functioning of Common Motifs of European Culture The translation of Henryk Sienkiewicz’s novel Without Dogma into Finnish, entitled Anielka (1913), generated considerable interest in the Finnish press, evidenced by as many as twelve reviews of the work. The article analyses these reviews, describes them in terms of a paradigm and presents their functioning on the book market. Taking into account cultural distance between Poles and Finns, the reviews are approached as a testimony to intercultural communication, which was enabled thanks to community – the paradigm of European culture and its common motifs, such as the mal du siècle or l’improductivite slave, the latter highlighted by Sienkiewicz and particularly interesting for Finnish reviewers. Cultural distance turns out to be a factor that reveals new aspects of interpretation of Without Dogma and, more broadly, the specificity of Finnish thinking about Poland. Paradygmat fińskich recenzji Bez dogmatu Henryka Sienkiewicza. Obserwacje dotyczące kwestii komunikacji międzykulturowej i funkcjonowania wspólnych motywów kultury europejskiej Przekład powieści Henryka Sienkiewicza Bez dogmatu na język fiński pod tytułem Anielka (1913) spotkał się z widocznym zainteresowaniem prasy fińskiej, czego poświadczeniem jest aż 12 recenzji tego dzieła. Przedmiotem zainteresowania autora artykułu są te właśnie recenzje, które poddał analizie i opisał w ramach paradygmatu oraz przedstawił ich funkcjonowanie na rynku księgarskim. Biorąc pod uwagę odległość kulturową Polaków i Finów, autor opracowania potraktował te recenzje jako świadectwo komunikowania międzykulturowego, umożliwionego przez wspólnotę, jaką stanowi paradygmat kultury europejskiej i jego obiegowe motywy, jak motyw choroby wieku czy wyeksponowany przez Sienkiewicza motyw l’improductivite slave, szczególnie interesujący dla recenzentów fińskich. Odległość kulturowa okazała się czynnikiem odsłaniającym nowe aspekty interpretacji Bez dogmatu i – szerzej – specyfikę fińskiego myślenia o Polsce.

The developed analysis of the collection (conference “The theory and history ekphrasis: results and studying prospects” [Poland, Siedlce, 25–on May, 26th 2017]) are in given article. The author of research has paid attention not discrepancy of the term “ekphrasis”. The term “ekphrasis” possesses the big semantic potential, therefore term borders are absent in a modern philological science. The reviewed collection reveals scientific problems, these problems are connected with understanding of the term. Ekphrasis finds out “imperial ambitions” and aspires to replace with itself other concepts. The difficult structure of the collection finds out impossibility of classification of a material. However the term is claimed modern литературоведческой by a science because ekphrasis describes the latent structure of the text. In the review the author addresses to the most important researches which have entered into various sections of the collective monography.

The article deals with the collective monograph – an interim result of Mikhailov’s readings, which are taking place every year since 2007 in the Institute of World Literature of the Russian Academy of sciences under the leading of L. I. Sazonova. The book presents articles of Russian philosophers, philologists, philologists of German literature and musicologists. In the book the problems of historical methods in literature and culture, reverse translation, a rhetorical word, and historical poetics as analogy of Moderneforschung are considered.

The review defines and interprets the essence of the author’s contribution to the study of the literary environment and creative ties of Platonov during the Muscovite period of his life and professional activity. The article outlines the specific nature of oral narratives about the writer and specifies the tasks of synchronizing the documents and facts with the “personal time” of the creative person at different stages of the study of his literary and journalistic heritage. The reviewer reveals the sources of information about Platonov’s contacts with literary groups of Moscow and explores the “lines of attraction, repulsion and alienation” between the creative goals of the writer and his contemporaries, as well as the specificity of the interaction between “the biographical and the aesthetic” in the artistic strategy and practice of Platonov and other writers. The review contains examples of felicitous findings and literary reconstructions.

The bilingual edition comprises five full translations of Shakespeare’s sonnet cycle: by Modest Chaikovskiy (1914), Samuil Marshak (1948), Aleksandr Finkel’ (1976), Ignatiy Ivanovskiy (2001), Vladimir Mikushevich (2004), as well as additional versions (of varied quality) by about 50 translators of the XIX–XXI centuries. V. Makarov provided commentary to the original sonnets. A. Gorbunov involves the reader in the mysteries of the sonnets and the hypotheses surrounding them. V. Florova discusses the main tendencies and approaches to Shakespeare sonnets studies in English criticism in the XVII– XX centuries. E. Pervushina surveys the translation-history of the sonnets in Russia. E. Khaltrin-Khalturina enlarges and deepens the frame of reference through an examination of the sonnets that were inserted into Shakespeare’s plays.

The monograph by L. V. Egorova considers Shakespeare’s “Macbeth” on the historical background of the time of James I, the first Stuart king of England. When the Gunpowder plot was uncovered in 1605, the Catholic conspirators were subsequently executed. Equivocation is mentioned in “Macbeth” (1606) and could be explained – according to the monograph – by the political situation. In England of the beginning of the 17th century it was dangerous to be not only a conspirator, but a Roman Catholic as well. As equivocation is regarded as the culmination of historical events of the time, the detail analysis of dramatic dialogue, connected with equivocation, helps to understand additional meanings of Shakespeare’s tragedy

The essay discusses Andrey Platonov’s story “A Juvenile Sea” and its place in his biography. The article describes external circumstances behind the story’s composition, Platonov’s unsuccessful attempts to publish the work as a whole, and how he then went on to rework it into a number of shorter stories. Everything concerning the story is very Platonovian. There is no certainty when it was written; its title is in question since Platonov kept changing it; its images, content, and authorial standpoint are bewildering. The story’s publication history — i.e. the manuscript, reviews of Platonov’s contemporaries and other documentary evidence — cast light on some of these difficulties. Collected together, they constitute an article “A Juvenile Case” — as the story was mistakenly transcribed by the OGPU (security police). The article relies on archival materials. It includes the story’s prehistory, a description of the manuscript and of the passages deleted from this manuscript. The latter help establish the nature of Platonov’s work and authorial standpoint. The article also includes all known references (both formal and casual) to the story by Platonov’s contemporaries and details of Platonov’s attempts to publish a short extract from the story under the title “Construction Materials and Equipment.” The aim of the article is documentary, i.e. to establish a chapter of Platonov’s biography as a writer in the literary context of his time, to collect all factual evidence about the story, and to provide objective information about its real-life context. The article establishes that the story “A Juvenile Sea” was written in the spring of 1932, that its subject matter is intimately connected to local historical events, and that Platonov had not succeeded in writing a work that was socialist in spirit.

In the review of the new book of the journalist and the critic P. V. Basinsky devoted to Elizabeth Dyakonova's (1874–1902) diary post-modernist textual strategy of those who creates «literature on literature», and those who publishes it are described. Basinsky, the professional writer and the reader in one person, shares with the «ordinary» reader the subjective and not demanding proofs reflections about work really outstanding. To draw attention of the buyer, i. e. potential reader, the verified genres and subjects are used: (pseudo) detective, (pseudo) erotica, (pseudo) biography. As a result of word creation there is "not fictional novel" with cultural background information from public sources. The reader is given once again instead of the difficult original the comprehensible copy — an ersatz literature, and from the outstanding composition and tragic female destiny create sensation. «The understanding — will understand!».

The key theme of the paper is the heritage and ideas of Pyotr Mikhailovich Bitsilli (1879–1953) – historian, philosopher, literary critic. His style of thinking, special historical method of penetrating into investigated reality have not lost their relevance until today. Bitsilli was an active participant of philosophical “conversation”. It was a literary dispute on the nature of “national” and the destiny of Russian culture between Russian emigration thinkers. The paper is an attempt to make a reconstruction of this “conversation” from the position of an existential choice. Special attention is paid to the periodicals of the Russian émigré as a space for intellectual communication, as a means of retention of cultural heritage. Pyotr Bitsilli was a gifted polemicist, he had a talent to penetrate into the deeps of subjects and author’s conception. The paper dwells on Bitsilli’s reviews in the journal “Sovremennye zapiski” (Contemporary Notes).

The review is dedicated to the book by Catherine Livshits who was the wife of Russian poet, translator, memoirist Benedict Livshits. The book was compiled by literary scholar Pavel Nerler. It includes memoirs, diaries, letters and documents from the personal archive of Catherine Livshits. This is an important source for researchers of Russian literature of the 1910-1930s, who are interested in the figure of Benedict Livshits and the literary life of these decades. In focus is the fate of Catherine Livshits, who did not avoid the Stalinist repression. She communicated with many writers and devoted her life to preserving the memory of her husband, keeping his literary heritage. The book is important also in the context of the study of the Soviet everyday life of the 1940-1980-ies.

The article analyzes the monograph “Texts – Images – Communicates” by Jana Sokolova. The monograph combines the methods of linguocognitology, Gestalt psychology and discourse analysis to solve the problem of a combination of a text, an image and a communicate in their mono-code, semi-code and poly-code aspects.

Review of the dictionary: "Russian Literary Critics of the XX Century: Biobibliographic Dictionary".