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A guest at the Holiday Inn on Union Square in San Francisco is attempting to turn on the radio in his room. Not matter which button he pushes, the radio will not play. Finally, the guest reports a defective (有毛病的) radio. A hotel employee soon arrives at the guest’s room with a new radio, a box of chocolates, and flowers. As for the radio already in the room, the employee turns it on without difficulty and quickly reassures the guest that the radio is tricky to operate. The employee shows the guest how to work the radio and pleasantly exits the room, leaving the radios, the chocolates and the flowers. An elderly woman is in her favorite food store, Ukrop’s Super Market of Richmond, Virginia. She picks up a large pineapple from the display case, holds it for several moments, and then returns it with obvious reluctance. Ukrop’s president, James Ukrop, witnesses this scene and asks the customer if she would like to buy half of the pineapple, indicating that the store would be glad to cut it in half. The customer accepts and states how she looks forward to visiting Ukrop’s because the staff is so friendly and makes her feel so welcome. Night after night, in Aurora, Colorado, police officers answer calls for break ins of cars parked outside a local dance hall. One officer notes that the burglaries usually involve purses of female customers who say they lock their handbags in their cars, fearing the bags would be stolen from unattended tables during dances. The officer then persuades the dance hall owner to install lockers and the burglary calls drop from dozens each month to two in four months. These three stories emphasize our central argument, that is, the essence of services marketing is service. Service quality is the foundation of services marketing, for the core product being marketed is a performance. The performance is the product; the performance is what customers buy. A strong service concept gives companies the opportunity to compete for customers; a strong performance of the service concept builds competitiveness by earning customers’ confidence and reinforcing branding, advertising, selling, and pricing. The third story in the passage shows ______.
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In every society it is necessary to have a general system of laws to ensure justice. Laws are designed to make certain that people’s rights are protected and that people respect each other’s rights. Sometimes, however, laws are passed which are specific to a time or situation. For example, a town in Indiana once passed a law making it illegal to shoot open a can of food. Apparently, some gun-carrying citizens forgot their can openers and naturally enough, used their guns to do the job. This disturbed other citizens, and endangered their lives, so a law was passed to prevent it. Specific laws sometimes remain in existence long after the problem has disappeared. The laws then seem strange. For example, the Indiana law was no longer necessary when citizens stopped carrying guns and using them as can-openers. Since the law was no longer needed, what once made sense now seems like nonsense. Sometimes laws designed to serve a good purpose were passed but somehow these became mixed up in their .wording. As a result, the laws don’t make sense. In one state there is a law which says that it is "illegal to move or to attempt to move a motor vehicle." Obviously, a massive traffic jam would occur if everyone suddenly obeyed that law. But no one does, of course, because the intention of the law was not to prevent owners from moving their own cars. It was to prevent people from moving (stealing) other people’s cars. It is often harder to repeal a law than to pass one, so many of these old laws remain in existence. Because they no longer fit the way people live or because the problem no longer exists, these laws are ignored. Everyone understands that and life goes on. Thus, laws that once made very good sense now seem like nonsense. The author used the Indiana law as an example to explain ______.
A guest at the Holiday Inn on Union Square in San Francisco is attempting to turn on the radio in his room. Not matter which button he pushes, the radio will not play. Finally, the guest reports a defective (有毛病的) radio. A hotel employee soon arrives at the guest’s room with a new radio, a box of chocolates, and flowers. As for the radio already in the room, the employee turns it on without difficulty and quickly reassures the guest that the radio is tricky to operate. The employee shows the guest how to work the radio and pleasantly exits the room, leaving the radios, the chocolates and the flowers. An elderly woman is in her favorite food store, Ukrop’s Super Market of Richmond, Virginia. She picks up a large pineapple from the display case, holds it for several moments, and then returns it with obvious reluctance. Ukrop’s president, James Ukrop, witnesses this scene and asks the customer if she would like to buy half of the pineapple, indicating that the store would be glad to cut it in half. The customer accepts and states how she looks forward to visiting Ukrop’s because the staff is so friendly and makes her feel so welcome. Night after night, in Aurora, Colorado, police officers answer calls for break ins of cars parked outside a local dance hall. One officer notes that the burglaries usually involve purses of female customers who say they lock their handbags in their cars, fearing the bags would be stolen from unattended tables during dances. The officer then persuades the dance hall owner to install lockers and the burglary calls drop from dozens each month to two in four months. These three stories emphasize our central argument, that is, the essence of services marketing is service. Service quality is the foundation of services marketing, for the core product being marketed is a performance. The performance is the product; the performance is what customers buy. A strong service concept gives companies the opportunity to compete for customers; a strong performance of the service concept builds competitiveness by earning customers’ confidence and reinforcing branding, advertising, selling, and pricing. It can be inferred from the second paragraph that ______.
In 1781 twelve families trooped north from Mexico to California. On a stream along the desert’s edge, they built a settlement called Los Angeles. For many years it was a market town, where nearby farmers and ranchers met to trade. Then in 1876 a railroad linked Los Angeles to San Francisco and, through San Francisco, to the rest of the country. The next year farmers sent their first trainload of oranges east. By 1885 a new railroad provided a direct route between Los Angeles and Chicago. Then in the 1890’s oil was discovered in the city. As derricks went up, workers built many highways and pipe lines. Digging began on a harbor that would make Los Angeles not only an ocean port but also a fishing center. The harbor was completed in 1914. That year the Panama Canal opened. Suddenly Los Angeles was the busiest port on the Pacific Coast. Today the city is the main industrial center in the West. It produces goods not only for other West Coast communities but also for those in other parts of the country. It leads the nation in making airplanes and equipment for exploring outer space. Many motion pictures and television programs are filmed in Los Angeles. The city is also the business center for states in the West. Improvements in transportation are the main reason for Los Angeles’ growth. According to the passage, what was the main commercial activity of Los Angeles during the years directly following its settlement
In every society it is necessary to have a general system of laws to ensure justice. Laws are designed to make certain that people’s rights are protected and that people respect each other’s rights. Sometimes, however, laws are passed which are specific to a time or situation. For example, a town in Indiana once passed a law making it illegal to shoot open a can of food. Apparently, some gun-carrying citizens forgot their can openers and naturally enough, used their guns to do the job. This disturbed other citizens, and endangered their lives, so a law was passed to prevent it. Specific laws sometimes remain in existence long after the problem has disappeared. The laws then seem strange. For example, the Indiana law was no longer necessary when citizens stopped carrying guns and using them as can-openers. Since the law was no longer needed, what once made sense now seems like nonsense. Sometimes laws designed to serve a good purpose were passed but somehow these became mixed up in their .wording. As a result, the laws don’t make sense. In one state there is a law which says that it is "illegal to move or to attempt to move a motor vehicle." Obviously, a massive traffic jam would occur if everyone suddenly obeyed that law. But no one does, of course, because the intention of the law was not to prevent owners from moving their own cars. It was to prevent people from moving (stealing) other people’s cars. It is often harder to repeal a law than to pass one, so many of these old laws remain in existence. Because they no longer fit the way people live or because the problem no longer exists, these laws are ignored. Everyone understands that and life goes on. Thus, laws that once made very good sense now seem like nonsense. The word "job" in paragraph 1 refers to ______.
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