Privatization, or the threat of it, is a motivation as well. Monopolies that until recently have been free to take their customers for granted now fear what Michael Perry, a marketing professor, calls the revengeful consumer. When the government opened up competition with Bezaq, the phone company, its international branch lost 40% of its market share, even while offering competitive rates. Says Perry, People wanted revenge for all the years of bad service. The electric company, whose monopoly may be short-lived, has suddenly mopped requiring users to wait half a day for a repairman. Now, appointments are scheduled to the half-hour. The graceless El Al Airlines, which is already at auction , has retrained its employees to emphasize service and is boasting about the results in an ad campaign with the slogan, You can feel the change in the air. For the first time, praise outnumbers complaints on customer survey sheets.
26. It may be inferred from the passage that ________.
A) customer service in Israel is now improving
B) wealthy Israeli customers are hard to please
C) the tourist industry has brought chain stores to Israel
D) Israeli customers prefer foreign products to domestic ones
27. In the authors view, higher service standards are impossible in Israel ________.
A) if customer complaints go unnoticed by the management
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