Ask any American if they have lost their temper recently and there is a good chance it was on the phone to one of their service providers. Whether they were venting their spleen at a cable service company, a cell-phone operator, an airline or a health insurer hardly matters. What unites them is the impotent rage that comes from knowing how little you can do to punish the company in question.
隨便問一名美國人最近發過脾氣沒有，答案很可能是他們在打電話給自己的某個服務供應商時發了脾氣。他們是向什么公司發脾氣幾乎是無關緊要的——無論是有線電視服務公司、手機運營商、航空公司，還是醫療保險公司。他們共同的感受是一種無能為力的憤怒，這種憤怒源自他們知道，自己沒什么可以懲罰當事企業的手段。
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