【OG20-P401-466题】According to the passage, Tucci and Talaga found t_OG18新题_-{$seo

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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.

【OG20-P401-466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?

A

Customers' developing unreasonably high expectations regarding service 分析A选项
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B

Customers' avoiding such restaurants because they fear that the service guarantee may not be fully honored 分析B选项
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C

Customers’ interpreting the service guarantee as a sign that management is not confident about the quality of its service 分析C选项
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D

A restaurant’s becoming concerned that its service will not be assiduous enough to satisfy customers 分析D选项
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E

A restaurant’s becoming concerned that customers will be more emboldened to question the quality of the service they receive 分析E选项
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当前版本由 Edward. 更新于2021-04-09 16:47:58 感谢由 Edward. 对此题目的解答所做出的贡献。

A：客人对低价餐厅的期待本来就低

B：文明没有提到会不会兑现

C：a potential customer might think that a restaurant offering a guarantee is worried about its service

D：文章没有提到

E：文章提到低价餐厅的客人会质疑服务质量，没有提到餐厅会不会担心。

题目讨论（10条评论）

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贾思敏

T&T的观点都是customer对餐厅的看法，所以DE都是restaurant的担忧，无关选项（大视角：T&T，小视角：customer）

0 1 回复 2021-09-27 17:00:32
贾思敏回复贾思敏

DE排除

0 0 回复 2021-09-27 17:00:47
贾思敏

题型：事实信息题视角：Tucci and Talaga 关注点：service guarantees对 lower-priced restaurants的影响回文定位：For lower-priced restaurants......Tucci and Talaga found that....a potential customer might think that a restaurant offering a guarantee is worried about its service.

0 0 回复 2021-09-27 16:57:21
朋友醒醒

a potential customer might think that a restaurant offering a guarantee is worried about its service

0 0 回复 2021-09-14 00:22:41
击麦700+++

B的honored怎么理解呀

0 0 回复 2021-07-03 10:45:09
爷必上700回复击麦700+++

好像是兑现的意思

0 0 回复 2021-07-15 14:21:44
emily666

定位 a potential customer might think that a restaurant offering a guarantee is worried about its service.

0 0 回复 2020-03-29 10:32:19
emily666

解析把意思说的很清楚了

0 0 回复 2020-03-16 09:41:31
该用户没有名字

B为什么不对呢

0 0 回复 2019-11-09 09:25:48
王毅峰回复该用户没有名字

跟是否honored无关

0 0 回复 2020-02-04 12:41:16
桃太郎西红柿

个人归为主旨题。阅读一遍过的时候，留下的最深刻的印象即是消费者对人均不同的店的guarantee的不同看法，在这个transfer过程消费者心理的因素会导致这个guarantee的effects不一样。重点在消费者心理，即解读interpret

0 0 回复 2017-10-20 11:55:58
shawn

为什么E不可以选呢？

0 0 回复 2017-08-23 10:36:46
豆沙山回复shawn

不是restaurant concerned 而是customers自己concerned

2 0 回复 2017-09-23 08:52:01

peterbearpan回复shawn

因为原文说的是，service guarantees may empower customers to question是让顾客可以质疑，但没说restaurants have concerns about this

0 0 回复 2019-03-29 10:48:27

百香果蜂蜜茶

一个关于提供服务质量保证是否鼓励消费者去一个指定的餐厅的研究中，T和T发现这种效果是混合的。对于高消费者，一些证据证明提供服务质量保证会增大消费者选择他们的可能，这可能是反映了他们更强的承担贵餐厅的财务能力。对于不期望十分周到服务的低消费者，提供服务质量保证会给他们负面的影响：认为这个餐厅对自己的服务质量表示担忧。此外，因为顾客知道一个餐厅的产品以及了解对一个餐厅服务的预期，他们被授权去质疑服务质量。这其实并不对，技术活动方面比如电力工作，如果有服务质量保证，会更加吸引顾客。总体来说对于餐厅，服务保障带来的主要收益更多来自于管理和激励员工而不是吸引顾客。员工应该知道他们被期望的服务标准并且也需要知道公司的成功依赖于他们对标准的坚守。此外，保障能够提供对于在传统上认为没有技术含量工作的成功的服务需要的技术的定义，例如侍应。

0 回复 2017-08-10 11:56:58