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
74
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 discussion of the regional bank in the second paragraph serves which of the following functions within the passage as a whole?
选项
A、It describes an exceptional case in which investment in service actually failed to produce a competitive advantage.
B、It illustrates the pitfalls of choosing to invest in service at a time when investment is needed more urgently in another area.
C、It demonstrates the kind of analysis that managers apply when they choose one kind of service investment over another.
D、It supports the argument that investments in certain aspects of service are more advantageous than investments in other aspects of service.
E、It provides an example of the point about investment in service made in the first paragraph.
答案
E
解析
Logical structure
This question requires thinking about what the second paragraph contributes to the whole passage. The first paragraph makes a generalization about investing in improvements in service; in certain conditions, such improvements do not result in the competitive advantage a company hopes for. The second paragraph offers the bank as an example of this generalization.
A The first sentence of the passage explains that improving service does not necessarily bring a competitive advantage, so the bank is not exceptional.
B The bank illustrates the pitfall of not evaluating a service improvement on the basis of tangible benefits; other areas of the bank are not mentioned.
C The passage does not discuss how managers analyze and choose different service investments.
D Investments in different aspects of service are not evaluated in the passage.
E Correct. The bank is an example of the position stated in the first paragraph that investing in improved service can be a waste if the investment is not evaluated carefully.
The correct answer is E.
转载请注明原文地址:https://tihaiku.com/zcyy/3357241.html
相关试题推荐
SMS(ShortMessageService)graduallybecomesthemainserviceforcellphon
SMS(ShortMessageService)graduallybecomesthemainserviceforcellphon
Thewatchis________toalltheotherwatchesinthestore.A、superiorB、advantage
Theenvironmentfriendlyplan________agoodexampleforothercompanies.A、putsB
Mostpeoplehavehadadogorwantedoneastheircompanionatsometimein
Seldom________anymistakesduringmypastfiveyearsofservicehere.A、madeIB、
Acertaintirecompanycanproducetiresatacostof$22,500perbatchplus$9
Acompany,ChauncyCo.,hasanannualtravelbudgetof$55,000.Theaccountingd
Ahatcompanyshipsitshats,individuallywrapped,in8-inchby10-inchby12-i
Inthefirst2hoursafterMeadow’sself-servicelaundryopens,mlargewashing
随机试题
WhatistheMandoing?[br][originaltext]M:WhatcanIdoifIcan’tfinishrea
Theentrepreneurhadawell-deservedreputationfor______,havingaccuratelyant
All______isacontinuoussupplyofthebasicnecessitiesoflife.A、whatisnee
对于单位阶跃输入,下列说法不正确的是()。A.只有0型系统具有稳态误差,其大小与
地籍管理信息系统的信息查询方式主要有( )。A.指定专题进行简单查询 B.指
下列隧道中,应在洞口外合适位置设置联络通道,以便紧急情况时车辆转换是()。
下面谱例用了哪种对位技术? A.对比 B.倒影 C.逆行 D.变奏
既能解表散寒、通窍止痛,又能燥湿止带、消肿排脓的是A:细辛B:荆芥C:川芎
根据《水利工程基本建设项目竣工决算审计规程》,竣工决算审计是()的重要依据。A
关于慢性肾盂肾炎的临床表现,下列哪项是错误的A.尿路刺激征可不典型 B.轻度水
最新回复
(
0
)