问题 单项选择题

(五)  某航空公司对服务质量及顾客满意度进行的调查统计结果显示,旅客对航空运输企业的意见最多之处在于航班不正常问题,包括航班不正常情况下的服务、航班延误信息的及时通报、行李运输问题等。将旅客对航空公司的意见进行归纳做出的统计表票  如下  序号  问题分类  意见数  l  航班不正常服务和信息通报  69  2  行李运输  26  3  超售  19  4  票价  11  5  签转  6  6  其他  17  合计  148  该航空公司为了更好地满足顾客需求,提高顾客满意度,决定进行质量突破。

在对航班不正常服务及信息通报等主要问题进行质量突破时,通常采用对策表来保证对策的实施。以下项目中不包含在对等表中的是( )。

A.主要原因

B.责任者

C.期望的效果

D.次要原因

答案

参考答案:D

阅读理解

Three rich ladies met every day by the river. They sat there and talked the whole day. Once the three ladies quarreled(争吵). One of them said. “Look, how white and beautiful my hands are!” Another one said, “My hands are more beautiful. “ The third one said, “Mine are the most beautiful ones. “ An old beggar woman came up to them. “Beautiful ladies,” she said, “I’m old and can’t work, I’m hungry. Please give me something to eat.”

But the three ladies gave her nothing. They only asked, “Tell me, old woman, who of us has the most beautiful hands?” “I shall tell you a little later,” the old woman said and walked away.

A peasant (农民) woman was also sitting by the river. She was poor and her hands were dark because of hard work. The old woman came up to her and said, “I’m hungry. Please give me something to eat. “ The peasant woman took out her a piece of bread and gave a half of it to the old woman.

The old woman ate it and drank some water. Then she took the peasant woman by the hand, brought her before the rich ladies and said, “Now, I shall tell you whose hands are the most beautiful. The hands of the poor peasant woman are dark because of work, but they give me food; they are far more beautiful ,because your hands do nothing. ”

小题1:         went to the bank every day.

A.An old woman

B.Three rich ladies

C.A peasant woman

D.All of them小题2:What did the ladies quarrel about?

A.Who could be rich

B.Who could be the queen

C.Whose hands were the most beautiful

D.Where they should go小题3:The old woman wanted to        .

A.go home

B.have breakfast

C.get something to eat

D.hit them小题4:Who else was on the river bank?

A.A rich lady

B.A peasant woman

C.An old woman

D.A child小题5:         hands were the most beautiful according to passage.

A.The rich ladies’

B.The old woman’s

C.The peasant woman’s

D.All of the above

判断题