服务提供商如何处理事故也会对满意度产生重大影响，因为人们都知道即使是最完美的系统也避免不了故障。

Another significant measure of satisfaction with a service provider is how incidents are handled, since problems are expected under the best of circumstances.

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美国有线电视新闻网的空中旅行专家理查得·卡斯特说这架双引擎飞机，有一个坚定的跨大西洋航线，并有着近乎完美的安全飞行记录，只是在1994年的一次飞行训练出现过致命事故。

CNN air travel expert Richard Quest said the twin-engine plane, a stalwart of transatlantic routes, had an impeccable safety record, with only one fatal incident involving a training flight in 1994.

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