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The fact that superior service can generate a Questions 50-55 refer to the passage above.
competitive advantage for a company does not
mean that every attempt at improving service will 50. The primary purpose of the passage is to
create such anadvantage. Investments in service,
(5) like those in production and distribution, must be (A) contrast possible outcomes of a type of
balanced against other types of investments on the business investment
basis of direct, tangible benefits such as cost (8) suggest morecareful evaluation of a type of
reduction and increased revenues. If a company is business investment
already effectively on a par with its competitors (C) illustrate various ways inwhich a type of
(10) because it provides service that avoids a damaging business investment could fail to enhance
reputation and keeps customers from leaving at an revenues
unacceptable rate, theninvestment in higher (D) trace the general problems of a company to a
service levelsmaybewasted, since service is a certain type of business investment
deciding factor for customers only in extreme
(15) (E) criticize the way inwhichmanagers tend to situations.
This truth was not apparent to managers of one ana lyze the costs and benefits of business
regional bank, which failed to improve its investments
competitive position despite its investment in
reducingthe time a customer had to wait for a 51. According to the passage, investments in service are
(20) teller. The bank managers did not recognize the comparable to investments in production and
level of customerinertia in the consumer banking distribution in terms of the
industry that arises from the inconvenience of (A) tangi bility of the benefits that they tend to confer
switching banks. Nor did they analyze their service (8) increased revenues that theyultimately produce
improvement to determine whether it would attract
(25) new customers by producing a new standard of (C) basis on which they need to beweighed
service that would excite customers or by proving (D) insufficient analysis that managers devote to
difficult for competitors to copy. The only merit of them
the improvement was that it could easily be (E) degree of competitive advantage that theyare
described to customers. likely to provide
52. The passage suggests which of the following about
service provided by the regiona l bank prior to its
investment in enhancing that service?
(Al It enabled the bank to retain customers at an
acceptable rate.
(8) It threatened to weaken the bank's competitive
position with respect to other regiona l banks.
(C) It had already been improved after having
caused damage to the bank's reputation in the
past.
(D) It was slightly superior to that of the bank's
regional competitors.
(E) It needed to be improved to attain parity with |
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发表于 2011-8-9 16:18:31
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