Executive Commentary
作者基于在可口可乐的经验，探讨了倾听在服务质量管理中的重要性，区分了真正倾听与虚假倾听，强调倾听有助于了解客户需求和员工关切。
In this article the author discusses the importance of listening in managing service quality. He notes that listening enables a company to stay alert to customer needs and also aware of employee concerns. The author draws on his experience with Coca Cola and notes that employee research was a very important aspect of the company's dedication to service and product quality. He discusses the difference between real listening that is conducted to actively engage customers and employees to learn how they can improve themselves and false listening that is done solely for public relations purposes.