2. 考研
  3. In recent years, Israeli consumers have grown more demanding as they’ve become wealthier and more worldly-wise. Foreign travel i

In recent years, Israeli consumers have grown more demanding as they’ve become wealthier and more worldly-wise. Foreign travel i

admin2011-03-14  22
问题      In recent years, Israeli consumers have grown more demanding as they’ve become wealthier and more worldly-wise. Foreign travel is a national passion; this summer alone, one in 10 citizens will go abroad. Exposed to higher standards of service else where, Israelis are returning home expecting the same. American firms have also begun arriving in large numbers. Chains such as KFC, McDonald’s and Pizza Hut are setting a new standard of customer service, using strict employee training and constant monitoring to ensure the friendliness of frontline staff. Even the American habit of telling departing customers to "Have a nice day" has caught on all over Israel. "Nobody wakes up in the morning and says, ’Let’s be nicer,’" says Itsik Cohen, director of a 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 (报复的) 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 E1 A1 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.
In the author’s view, higher service standards are impossible in Israel
选项 A、if customer complaints go unnoticed by the management.
B、unless foreign companies are introduced in greater numbers.
C、if there’s no competition among companies.
D、without strict routine training of employees.
答案C
解析 细节题。文中第一段最后一句话说“Nothing happens without competition.”。这说明C项正确。文中没有提到A；国外公司大量进入可以形成竞争，但不是高标准服务的直接、根本原因，所以B不对；文中是说对服务标准的高要求导致了商家对员工的严格培训，而不是相反，所以D也不对。  
转载请注明原文地址:https://kaotiyun.com/show/KNsa777K
本试题收录于： MBA联考（英语）题库专业硕士分类
0

MBA联考（英语）

专业硕士

相关试题推荐
随机试题
最新回复(0)