• Slow and Steady Wins the…British? Comparing Service Pace in the UK and China

    It’s not that the United Kingdom is entirely lacking in velocity; rather, the unit of measurement differs. For instance, should you endeavor to contact customer service and anticipate the telecommunications company, which boasts of providing a “swift experience,” to promptly resolve your issue, you are likely to find yourself disillusioned. Initially, you must navigate the labyrinthine AI system, repeatedly verifying your identity. Subsequently, upon successfully passing the voice authentication, you traverse the winding corridors of advertisements and announcements, only to find yourself pressing various buttons, harboring the expectation that a technician will promptly attend to your call, yet realizing with despair that this is merely the inception of the wait.…

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