It shifts the emphasis from the cost of pleasing a customer to the value of doing so, and trusts front-line employees to use their judgment.
It shifts the emphasis from the cost of pleasing a customer to the value of doing so, and trusts front-line employees to use their judgment.
工作重点从花高价取悦顾客转移到这样做（良好服务质量）的价值上，从对第一线的雇员的信任转到重视（客户）对（服务）的评价上。