the truth 指上文的If a company is already effectively on apar with its competitors because it provides service thatavoids a damaging reputation and keeps customers from(10) leaving at an unacceptable rate, then investment in higherservice levels may be wasted, since service is a deciding factor for customers only in extreme situations.
经理们没有注意到这个真理,导致了投资服务的浪费。
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我就是被这句话给弄得一团糟!
The truth is not apparent to managers 为什么不能看作 这个事实对经理来说并不显然,即这个事实不适用于经理这个例子?
我覺得 This truth 應該是指""If a company is already effectively on a par with its competitors because it provides service that avoids a damaging reputation and keeps customers from leaving at an unacceptable rate,then investment in higher service levels may be wasted, since(since後面可以不用管)..""一整句吧, 而這個狀況不適用regional banks managers, 因為他們根本沒有想辦法improve higher services
关键在于段1的最后一句"If a company is already effectively on a par with its competitors because it provides service that avoids a damaging reputation and keeps customers from leaving at an unacceptable rate,then investment in higher service levels may be wasted"中的UNACCEPTABLE RATE.原文说:若超过这个点,再投入服务就是浪费.而例子中的银行没有达到这个点(即,只是ACCEPTABLE),则它们还没有its investment in enhancing that service.
关键在于段1的最后一句"If a company is already effectively on a par with its competitors because it provides service that avoids a damaging reputation and keeps customers from leaving at an unacceptable rate,then investment in higher service levels may be wasted"中的UNACCEPTABLE RATE.原文说:若超过这个点,再投入服务就是浪费.而例子中的银行没有达到这个点(即,只是ACCEPTABLE),则它们还没有its investment in enhancing that service.