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, Tucciand 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.

The primary purpose of the passage is to

question the results of a study that examined the effect of service-quality guarantees in the restaurant industry

discuss potential advantages and disadvantages of service-quality guarantees in the restaurant industry

examine the conventional wisdom regarding the effect of service-quality guarantees in the restaurant industry

argue that only certain restaurants would benefit from the implementation of service-quality guarantees

consider the impact that service-quality guarantees can have on the service provided by a restaurant



研究内容:提供服务质量保证 vs 客人会不会来

研究结果:不好说,具体问题具体分析(mixed)→ 高价餐厅;低价餐厅;skilled activities



文章讨论了TT的研究结果,service guarantee对高价餐厅有好处,但对低价餐厅起到反作用;对餐厅内部成员也有好处


A选项:质疑这个研究的结果:文章没有质疑,而是在具体解释为什么结果是 “mixed”。

B选项:正确。讨论service quality guarantee对餐厅的潜在好处坏处:sqg对不同定位的餐厅有不同的作用,根据这个作用不同餐厅可以选择要不要提供sqg,且其对内部人员的好处更大。



讨论sqg对餐厅提供的服务的影响:只有第二段才提到 从餐厅内部角度sqg会产生什么影响,但这并不是中心思想。


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