| 1. | It has been noted in many service sectors that users expectations are sensitive to a whole range of idiosyncratic influences : each person has a unique frame of reference and set of personal norms for making judgements about care 60 , 50 , 12
许多服务部门已经注意到，消费者的期望容易随著不同的影响而改变：每一个人有其独特的参考依据与判断医疗照顾的规范60 , 50 , 12 。 |
