题目材料
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?
- ASuch guarantees are likely to be somewhat more appealing to customers of restaurants than to customers of other businesses.
- BSuch guarantees are likely to be more appealing to customers who know what to anticipate in terms of service.
- CSuch guarantees are likely to have less appeal in situations where customers are knowledgeable about a business's product or service.
- DIn situations where a high level of financial commitment is involved, a service guarantee is not likely to be very appealing.
- EIn 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.
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正确答案: C