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  3. The growth of cell-phone users in the U.S. has tapered off from the breaknec

The growth of cell-phone users in the U.S. has tapered off from the breaknec

游客2025-04-21  25
问题     The growth of cell-phone users in the U.S. has tapered off from the breakneck pace of 50% annually in the late 1990s to what analysts project will be a 15% to 20% rise in 2002, and no more than that in 2003. To some extent, numerous surveys have found, slower growth in demand reflects consumer disillusionment with just about every aspect of cell-phone service—its reliability, quality, and notorious customer service.
    The cooling off in demand threatens to cascade through the industry: The big four U.S. cell-phone carders—Verizon Wireless, Cingular Wireless, AT&T Wireless, Sprint imperil their timetables for becoming profitable, not to mention their efforts to whittle down their mountains of debt. As the carders have begun to cut costs, wireless- equipment makers—companies such as Lucent, Nokia, and Ericsson—have been left with a market that’s bound to be smaller than they had anticipated. Handset makers have been insulated so far, but they, too, face a nagging uncertainty. They’ll soon introduce advanced phones to the U.S. market that will run on the new networks the carders are starting up over the next year or two. But the question then will be: Will Americans embrace these snazzy data features—and their higher costs—with the wild enthusiasm that Europeans and Asians have?
    Long before the outcome in clear, the industry will have to adopt a new mind-set. "In the old days, it was all about connectivity." says Andrew Cole, an analyst with wireless consultancy Adventis. Build the network, and customers will come. From now on, the stakes will be higher. The new mantra: Please customers, or you may not survive.
    To work their way out of this box, the carders are spending huge sums to address the problem. Much of Sprint PCS’s $ 3.4 billion in capital outlays this year will be for new stations. And in fact, the new high-speed, high-capacity nationwide networks due to roll out later this year should help ease the calling-capacity crunch that has caused many consumer complaints. In the meantime, some companies are using better training and organization to keep customers happy.
    The nation’s largest rural operator, Alltel (AT), recently reorganized its call centers so that a customer’s query goes to the first operator who’s available anywhere in the country, instead of the first one available in the customer’s home area. That should cut waiting time to one minute from three to five minutes previously. [br] The growth of cell-phone users declines because______.
选项 A、cell-phones are unreliable
B、cell-phones usually have poor quality
C、the customer service is bad
D、customers are not satisfied with cell-phone service
答案 D
解析 文章第1段指出对手机需求的低增长率反映了消费者对手机几乎所有方面的服务都不满意，包括它的可依赖性、质量以及客户服务。因此，总体原因应为 D。
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