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  6
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.
Why did Bezaq’s international branch lose 40% of its market share?
选项 A、Because the rates it offered were not competitive enough.
B、Because customers were dissatisfied with its past service.
C、Because the service offered by its competitors was far better.
D、Because it no longer received any support from the government.
答案B
解析 细节题。文中Perry的评论“People wanted revenge for all the years of bad service.”就是对Bezaq’s international branch lost 40% of its market share的解释。B项正是对Perry的话的改写，并且根据前面的the revengeful customer也可知B正确。A与文章的意思相反；文中是说该电话公司以前的服务不好，但不能说明国外的公司就特别好，所以C不对；文中没有说明该公司业务下降是否和government有关，所以D也不对。  
转载请注明原文地址:https://jikaoti.com/ti/0EZUFFFM
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)