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.
随便问一名美国人最近发过脾气没有，答案很可能是他们在打电话给自己的某个服务供应商时发了脾气。他们是向什么公司发脾气几乎是无关紧要的——无论是有线电视服务公司、手机运营商、航空公司，还是医疗保险公司。他们共同的感受是一种无能为力的愤怒，这种愤怒源自他们知道，自己没什么可以惩罚当事企业的手段。
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