consulting firm. “Nothing happens without competition.”
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 stopped requiring users to wait half a day for a repairman. Now, appointments are scheduled to the half-hour. The graceless EI AI Airlines, which is already at auction (拍卖), 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.
37. It may be inferred from the passage that _____.
A. customer service in
B. wealthy Israeli customers are hard to please
C. the tourist industry has brought chain stores to
D. Israeli customers prefer foreign products to domestic ones
38. In the author’s view, good service is out of the question _____.
A. if customer complaints go unnoticed by the management
B. unless foreign companies are introduced in greater numbers
C. if there’s 110 competition among companies
D. without strict routine training of employees
39. If someone in
A. he/she can have it fixed in no time
B. it’s no longer necessary to make an appointment
C. the appointment takes only half a day to make
D. he/she only has to wait half an hour at most
40. The example of EI AI Airlines shows that _____.
A. revengeful customers are a threat to the monopoly of enterprises
B. an ad campaign is a way out for enterprises in financial difficulty
C. a good slogan has great potential for improving service
D. staff retraining is essential for better service
41. Why did Bezaq’s international branch lose 40%of its market share?
A. Because the rates it offered were not competitive enough.
B. Because customers were dissatisfied with its past service.
C. Because the service offered by its competitors was far better.
D. Because it no longer received any support from the government.
42. Which of the following statements is not true?
A. Israeli consumers have increased their requirements of the service quality.
B. And Privatization become a motivation of improving service quality.
C. The electric company’s monopoly may be long-lived.
D. A lot of American company entered Israel.
Passage Three
In a time of low academic achievement by children in the
上一页 [1] [2] [3] [4] [5] [6] [7] [8] [9] [10] ... 下一页 >>
责任编辑:小草