【OG24-460题】It can be inferred that the author of the passage would agree with which of the following statements about the appeal of service guarantees to customers?_mofa留学圈mofaGRE在线题库系统_GRE在线搜题_GRE题库解析_GRE真题机经_GRE课程_GRE培训机构

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In their study of whether offering a guarantee of service quality will encourage customers to visit a particular restaurant, Tucci and Talaga have found that the effect of such guarantees is mixed. For higher-priced restaurants, there is some evidence that offering a guarantee increases the likelihood of customer selection, probably reflecting the greater financial commitment involved in choosing an expensive restaurant. For lower-priced restaurants,where one expects less assiduous service, Tucci and Talaga found that a guarantee could actually have a negative effect: a potential customer might think that a restaurant offering a guarantee is worried about its service. Moreover, since customers understand a restaurant’s product and know what to anticipate in terms of service, they are empowered to question its quality. This is not generally true in the case of skilled activities such as electrical work, where, consequently, a guarantee might have greater customer appeal.

For restaurants generally, the main benefit of a service guarantee probably lies not so much in customer appeal as in managing and motivating staff.Staff members would know what service standards are expected of them and also know that the success of the business relies on their adhering to those standards. Additionally, guarantees provide some basis for defining the skills needed for successful service in areas traditionally regarded as unskilled, such as waiting tables.

It can be inferred that the author of the passage would agree with which of the following statements about the appeal of service guarantees to customers?

Such guarantees are likely to be somewhat more appealing to customers of restaurants than to customers of other businesses. Such guarantees are likely to be more appealing to customers who know what to anticipate in terms of service. Such guarantees are likely to have less appeal in situations where customers are knowledgeable about a business’s product or service. In situations where a high level of financial commitment is involved, a service guarantee is not likely to be very appealing. In situations where customers expect a high level of customer service, a service guarantee is likely to make customers think that a business is worried about its service.

正确答案： C

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文章大意逻辑
文章开篇指出Tucci和Talaga研究服务质量保证是否会鼓励顾客光顾特定餐厅，发现效果好坏参半。对于高价餐厅，服务保证增加顾客选择的可能性，反映出选择高价餐厅时更大的财务投入；对于低价餐厅，服务保证可能有负面效果，潜在顾客会认为提供保证的餐厅担心自身服务。此外，顾客对餐厅产品和服务预期明确，使其能质疑服务质量，而这在像电工工作这类熟练活动中情况不同，保证可能更有吸引力。总体而言，餐厅服务保证的主要好处可能不在于吸引顾客，而在于管理和激励员工，还能为定义服务技能提供基础。 文章类型及逻辑简图
文章类型为观点阐述型。逻辑简图： Study: Effect of service quality guarantees on customer visit to restaurants is mixed High priced restaurants: Guarantee increases customer selection Low priced restaurants: Guarantee may have negative effect Comparison with skilled activities (e.g., electrical work) Main benefit for restaurants: Staff management and motivation, defining service skills 做题方法及问题类型
这是一道推断题，做题方法是通过定位文中关于服务保证对顾客吸引力的相关表述进行推理。定位提示句子为“Moreover, since customers understand a restaurant's product and know what to anticipate in terms of service, they are empowered to question its quality. This is not generally true in the case of skilled activities such as electrical work, where, consequently, a guarantee might have greater customer appeal.” 以及 “For restaurants generally, the main benefit of a service guarantee probably lies not so much in customer appeal as in managing and motivating staff.” 选项分析
A选项：文中未提及服务保证对餐厅顾客和其他业务顾客吸引力的比较，属于无中生有，排除。 B选项：与原文中顾客因了解餐厅服务预期而对服务保证吸引力降低的表述相悖，排除。 C选项：从“Moreover, since customers understand a restaurant's product and know what to anticipate in terms of service, they are empowered to question its quality. This is not generally true in the case of skilled activities such as electrical work, where, consequently, a guarantee might have greater customer appeal.”可以推断出，在顾客对业务产品或服务知识丰富的情况下，服务保证吸引力较小，该项正确。 D选项：文中提到高价餐厅因财务投入大，服务保证增加顾客选择可能性，该项与原文不符，排除。 E选项：只提到低价餐厅顾客可能因服务保证认为餐厅担心服务，不能推广到所有顾客预期高服务的情况，排除。

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