首页
登录
职称英语
The fact that superior service can generate a competitive advantage for a compan
The fact that superior service can generate a competitive advantage for a compan
游客
2024-01-12
10
管理
问题
The fact that superior service can generate a competitive advantage for a company does not mean that every attempt at improving service will create such an advantage. Investments in service, like those in production and distribution, must be balanced against other types of investments on the basis of direct, tangible benefits such as cost reduction and increased revenues. If a company is already effectively on a par with its competitors because it provides service that avoids a damaging reputation and keeps customers from leaving at an unacceptable rate, then investment in higher service levels may be wasted, since service is a deciding factor for customers only in extreme situations.
This truth was not apparent to managers of one regional bank, which failed to improve its competitive position despite its investment in reducing the time a customer had to wait for a teller. The bank managers did not recognize the level of customer inertia in the consumer banking industry that arises from the inconvenience of switching banks. Nor did they analyze their service improvement to determine whether it would attract new customers by producing a new standard of service that would excite customers or by proving difficult for competitors to copy. The only merit of the improvement was that it could easily be described to customers. [br] The passage suggests that bank managers failed to consider whether or not the service improvement mentioned in lines 18-20
选项
A、was too complicated to be easily described to prospective customers
B、made a measurable change in the experiences of customers in the bank’s offices
C、could be sustained if the number of customers increased significantly
D、was an innovation that competing banks could have imitated
E、was adequate to bring the bank’s general level of service to a level that was comparable with that of its competitors
答案
D
解析
Inference
The question’s use of the word suggests means that the answer depends on making an inference. To answer this question, look at the entire second paragraph. Managers failed to think ahead. Would the service improvement attract new customers because other banks would find it difficult to copy? Or would the service improvement be easily imitated by competitors? The managers should have investigated this a ea before investing in improved service.
A The passage states the improvement cou d easily be described to customers (lines 28-29).
B No evidence in the passage shows that the managers failed to think about their customers’ experience in the bank.
C The passage does not imply that managers failed to consider an increase in clients.
D Correct. The managers did not wonder if other banks would copy their service improvement.
E Lines 8-12 imply that the bank enjoyec a comparable level of service before investing in service improvement.
The correct answer is D.
转载请注明原文地址:https://tihaiku.com/zcyy/3357240.html
相关试题推荐
Alawyerfriendofminehasdevotedherselftotheserviceofhumanity.Her
Alawyerfriendofminehasdevotedherselftotheserviceofhumanity.Her
Wedeveloptradewiththatcompanyforourshared________.A、honorB、benefitC、re
Thisnewinstrumentisfarsuperior______theoldoneweboughtthreeyearsago
SpeakerA:I’mnotatallsatisfiedwiththeservice.SpeakerB:________A、Nobody
AstheNationalParkServicecelebratesits100thanniversary(周年纪念),Presi
AstheNationalParkServicecelebratesits100thanniversary(周年纪念),Presi
SpeakerA:Hello.CanIbeofservicetoyou?SpeakerB:I’mjustwindowshoppin
SpeakerA:Hello.CanIbeofservicetoyou?SpeakerB:I’mjustwindowshoppin
Thecompanyissmallbutpromising.______,I’lltakethejob.A、InsomecasesB、
随机试题
Let’snowbrieflyconsideragenerallyhonoredbutsometimesmaligned(有坏影响的
Acoustics______withsound.A、dealB、dealsC、dealingD、areB名词。以-s结尾的表示“学科”的名词为单数形
产生投资偏差的原因中,属于施工原因的是()。A.组织管理不当 B.设计标
2009年4月我国城乡零售价格同比上涨最多的商品是()。 A.烟酒B.日
强调办公设施的涉及需要符合人体工作姿态,这一要求遵循的职位设计方法是:A.激励型
怎样认识教学过程的本质
沥青混合料在运输过程中出现()时应予以废弃。 A.已离析的混合料 B.硬化
(2017年真题)期货市场为生产经营者提供了规避、转移或分散()的良好途径
检验检疫机构对经营出人境快件的企业实施()。 A.注册登记制度 B.强制性认
医师对其被注销注册有异议的,可以自收到注销注册通知之日起多少日内,依法向人民法院
最新回复
(
0
)