Quinn D
Hospital Corporation of America, Nashville, TN.
J Healthc Qual. 1992 Nov-Dec;14(6):24-33, 36. doi: 10.1111/j.1945-1474.1992.tb00066.x.
Are customers becoming more demanding or is the state of excellence in service in the United States in decline? With the dawning of the Age of the Global Marketplace and its attendant competition, American consumers have come to expect a higher standard in products and services. They naturally choose to purchase products that have proved to be well made and reliable. In brief, they require satisfaction. Yet business and medical journals, newspapers, and books all have been eager to tell the story of the sad state of customer service. The "demands of American consumers for high-quality service are higher than ever and businesses that ignore the new realities of customer satisfaction can jeopardize not only their future sales but also their very survival" (Szabo, 1989, p. 16).
是客户的要求越来越高，还是美国的优质服务水平在下降？随着全球市场时代的到来及其带来的竞争，美国消费者开始期望产品和服务有更高的标准。他们自然会选择购买已被证明制作精良且可靠的产品。简而言之，他们需要满意度。然而，商业和医学期刊、报纸及书籍都热衷于讲述客户服务糟糕状况的故事。“美国消费者对优质服务的要求比以往任何时候都高，忽视客户满意度新现实的企业不仅会危及未来的销售，甚至会危及自身的生存”（萨博，1989年，第16页）。
