问题 单项选择题

顾客在决定将汽车送去维修时,很难知道维修服务的内容、质量和结果,也很难评估服务的质量;同时提供维修服务的汽车修理企业也不容易向顾客展示和沟通自己的优势和特色。这种情况体现了服务的( )特征。

A.无形性
B.同步性
C.异质性
D.易逝性

答案

参考答案:A

解析: 本题考查服务无形性特征的体现。题干所述的情况体现了服务的无形性特征。

完形填空

To forgive may be wonderful, but no one ever said it was easy. When someone has deeply hurt you, it can be extremely difficult to let go of your anger.

___1___ In­deed, research has shown that people who forgive report more energy, better appetite and better sleep patterns. “People who forgive show less anger and more hopefulness,” says Dr. Freder­ic Luskin, who wrote the book Forgive for Good.  

So how do you start the healing? Try following these steps:

Calm yourself. Take a couple of breaths and think of some­thing that gives you pleasure: a beautiful scene in nature, someone you love.

Don’t wait for an apology. ___2___ Luskin says, “They may have wanted to hurt you or they just don’t see things the same way. So if you wait for people to apologize, you could be waiting a very long time.” Keep in mind that forgiveness does not necessarily mean coming to terms with the person who upsets you or forgiving his or her action after your quarrel.

___3___ Mentally going over your hurt gives power to the person who brought you pain. “Instead, learn to look for the love, beauty and kindness around you.” Luskin says.

___4___ If you attach great importance to that person, you may realize that he or she was acting out of ignorance, fear and even love. To gain others’ stand, you may want to write a letter to yourself from your offender’s point of view.

___5___ Research has shown that people who forgive make a good show of more energy, better appetite and better sleeping patterns.

Don’t forget to forgive yourself. “For some people, forgiving themselves is the biggest challenge." Luskin says, “but it can rob you of your self-confidence if you don’t do it.”

A.Many times the person who hurt you may never think of apologizing.

B.Break away from the influence of your offender on you early.

C.But forgiveness is possible —and it can be surprisingly helpful to your physical and mental health.

D.Try to see things from the other person’s stand.E. So it is difficult to forgive others and even yourself.

F. Recognize the benefits of forgiveness.

G. Forgiveness is not good of people.

名词解释