2. 自考
  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

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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 elsewhere, 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 (垄断者) 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 E1A1 Airlines, which is already at auction (拍卖) , has returned 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.
The example of ElAl Airlines shows that________.
选项 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
答案D
解析 推理判断题。文章的主题是探讨服务质量的问题。A、B两项均未涉及服务质量方面的问题，可排除，C项和D项与主题有关，C项谈到好的广告语有可能提高服务质量，但是文章通过这个例子想要表达的并非是广告语的作用。根据第二段倒数第二句可知，E1 A1航空公司在被迫拍卖出售的压力下，开始强调重新培训员工以提高服务质量。故选D。
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