【OG24-461题】According to the passage, Tucci and Talaga found that service guarantees, when offered by lower-priced restaurants, can have which of the following effects?_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.

According to the passage, Tucci and Talaga found that service guarantees, when offered by lower-priced restaurants, can have which of the following effects?

Customers' developing unreasonably high expectations regarding service Customers' avoiding such restaurants because they fear that the service guarantee may not be fully honored Customers’ interpreting the service guarantee as a sign that management is not confident about the quality of its service A restaurant’s becoming concerned that its service will not be assiduous enough to satisfy customers A restaurant’s becoming concerned that customers will be more emboldened to question the quality of the service they receive

正确答案： C

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文章大意逻辑
文章主要探讨Tucci和Talaga关于提供服务质量保证是否会鼓励顾客光顾特定餐厅的研究。研究发现这种保证效果是混合的。对于高价餐厅，提供保证可能增加顾客选择的可能性；而对于低价餐厅，保证可能有负面效果，因为潜在顾客可能认为提供保证的餐厅对其服务担忧。此外，顾客了解餐厅产品和服务预期，会对服务质量提出质疑。一般来说，餐厅服务保证的主要好处可能更多在于管理和激励员工，而非吸引顾客。 文章类型及逻辑简图
文章类型为观点阐述型。逻辑简图： Study of service quality guarantee in restaurants by Tucci and Talaga: effect is mixed High priced restaurants: guarantee may increase customer selection Low priced restaurants: guarantee may have negative effect (customers may think restaurant is worried about service) General benefit of service guarantee for restaurants: more in managing and motivating staff 做题方法及问题类型
这是一道细节题，通过定位关键词“lower priced restaurants”及“service guarantees”来解题。 选项分析
A选项：文中未提及顾客会对服务产生不合理的高期望，无中生有，排除。 B选项：文中没有说顾客是因为担心服务保证不能完全兑现而避开这类餐厅，无依据，排除。 C选项：对应文中“a potential customer might think that a restaurant offering a guarantee is worried about its service”，即顾客会将服务保证解读为管理层对服务质量不自信，当选。 D选项：说的是餐厅的担忧，而题目问的是对顾客的影响，主体错误，排除。 E选项：同样是关于餐厅的担忧，非顾客方面的影响，排除。

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