首页
外语
计算机
考研
公务员
职业资格
财经
工程
司法
医学
专升本
自考
实用职业技能
登录
外语
Read the article below about service production and the questions on the opposite page. For each question(13-18), mark one lette
Read the article below about service production and the questions on the opposite page. For each question(13-18), mark one lette
admin
2013-08-03
56
问题
Read the article below about service production and the questions on the opposite page.
For each question(13-18), mark one letter(A, B, C, or D)on your Answer Sheet.
Service Production
Service are not purchased from a supplier and stored on a shelf until ordered by the customer. Instead, they are manufactured or produced after they are requested by the customer. This itself sets service retailing apart from goods retailing and places the retailer in the channel as the manufacturer as well as the retailer of the service being sold.
The placement of the retailer as the product of the service carries with it all the problems associated with the manufacture of goods-research and development, scheduling, raw materials acquisition, quality control and service consistency throughout various branch store operations.
The improvement or upgrading of services must be done by the retailer. Constant monitoring of completion and decisions on improving aspects of the service, as well as research into the satisfaction customers are experiencing with their purchases, are part of service management.
Scheduling of services retailing presents a dual problem. If the service is performed on a good owned by the customer(china repair, silver polishing, etc.), the production process can be scheduled in an orderly flow of first in, first out. The craft worker focuses on one item and, when finishing it, moves to the next. The scheduling process is more complicated where the service involves the individual(legal services, beauty care, driving lessons, and the like). With theses types of service, production and consumption take place at the same time. A scheduling of customers is required to maximize the production capabilities of the service offering. The driving instructor who has no student must sit idly. Greater attention may then be required in scheduling services, especially those involving the customer.
In the retailing of men’s suits, the quality control activity is left to the manufacturer, while in the retailing of services, the involvement with quality control standards rests with the retailer. Customers purchasing a shirt at the main store expect the same quality when they purchase an identical shirt at a branch store. This consistency in quality is assumed with goods retailing. The consistency of quality in service retailing is much more in doubt. The driving instructor at one store may be very different from an instructor at another store with the same retail chain. The involvement of the craft worker in the production process for custom draperies may also differ within the same retail store. To ensure the consistency of a service, the store must establish procedures and policies which can be implemented throughout each branch store within that chain. Central training may be the best way to accomplish this consistency. It is of course possible that a customer may develop a preference or loyalty to one specific craftsperson, but the development of loyalty to the store with consistency of the production process is a more healthy loyalty to cultivate. In this area, the store may try to develop a strong brand-name recognition for its service.
A faulty product may be covered under the manufacturers’ liability, yet the retailer, when becoming the manufacturer one must be aware of the: sole liability associated with the service. Other than the liability of faulty raw material, there’s no other recourse for the retailer to turn to. Store-liability coverage should be considered, and most likely increased, especially for those services performed on the individual(beauty services, dental treatments).
According to the writer, the retailer engaged in service retailing
选项
A、just sees to it that the service is accomplished.
B、should also investigate customer satisfaction.
C、meets more difficulties than the manufacturer of goods.
D、can turn to experts to better his service.
答案
B
解析
从文中第三段“Constant monitoring ofcompletion and decisions on improving aspects ofthe service, as well as research into thesatisfaction customers are experiencing with theirpurchases.are part of service management.”可知,时刻监管完成情况,提高服务的各方面,同时研究消费者购买后的使用的满意度。选项B符合题意。
转载请注明原文地址:https://kaotiyun.com/show/jyoO777K
本试题收录于:
BEC中级阅读题库BEC商务英语分类
0
BEC中级阅读
BEC商务英语
相关试题推荐
What’syourjob?Whatdoyoulikebest/leastaboutyourwork?Why?Whydoyouchoosetoworkinthiscity?Doyouhavetoworko
Inthispart,theinterlocutorasksquestionstoeachofthecandidatesinturn.Youhavetogiveinformationaboutyourselfand
Inthispart,theinterlocutorasksquestionstoeachofthecandidatesinturn.Youhavetogiveinformationaboutyourselfand
Inthisparttheinterlocutorasksquestionstoeachofthecandidatesinturn.Youhavetogiveinformationaboutyourselfand
Theinterview—about2minutesInthisparttheinterlocutorasksquestionstoeachofthecandidatesinturn.Youhavetogive
Theinterview--about3minutesInthisparttheinterlocutorasksquestionstoeachofthecandidatesinturn.Youhavetogive
Inthispartofthetestyouareaskedtogiveashorttalkonabusinesstopic.Youhavetochooseonetopicfromthetwobelow
Pleasetellmeabitaboutyoureducationalbackground.Whydoyouchoose...asyourmajor?Whatdegreehaveyouobtained?Havey
From1971until1986,Japaneseshareinhightechnologyexportmarketincreasedby______.Anotherreasonwhysmallcountriesa
Youwillhearatalkbetweenayoungemployeeandaseniorcashierofafirm.Youhavetocompletethesentences23-30bycho
随机试题
A.浆液性囊腺瘤B.卵巢恶性畸胎瘤C.颗粒细胞瘤D.卵巢黄素囊肿E.纤维瘤
A.直方图B.直条图C.线图D.圆形图E.散点图进行甲乙两地1995年5种不同类型病毒性肝炎发病率的比较,宜采用()
病人要求医院打印用药价格清单的行为是其拥有
水泥石中含有较多的氢氧化钙,抗软水侵蚀和抗化学腐蚀性差,不宜用于经常与流动软水接触及有水压作用的工程以及受海水和矿物水作用的工程。()
某测绘单位承担了某机械厂1:500数字地形图测绘项目,厂区面积5km2。项目要求严格执行国家有关技术标准,主要包括《1:500、1:1000、1:2000外业数字测图技术规范》(GB/T14912—2005),《国家基本比例尺地图图式第1部分:1:500、
洗钱的过程一般分为三个阶段,即处置阶段、()和融合阶段。
将选项中的词语填入下列横线处,最恰当的是()。我们在日常生活中所体验的“经济”有着_________的地理属性,没有什么经济是脱离现实生活的。相反,经济是一系列实实在在的真实世界中的过程,是一组伴随着地理空间,并在地理空间的影响下________
关于明朝时期的厂卫机构,下列说法正确的是()
以人为主体具有自我意识的有机体是一种
在某学校的综合管理系统设计阶段,教师实体在学籍管理子系统中被称为“教师”,而在人事管理子系统中被称为“职工”,这类冲突被称之为(55)。
最新回复
(
0
)