Seeking a competitive advantage, some professional service firms(for example

游客2025-04-06 26

问题 Seeking a competitive advantage, some professional service firms(for example, firms providing advertising accounting, or health care services)have considered offering unconditional guarantees of satisfaction. Such guarantees specify what clients can expect and what the firm will do if it fails to fulfill these expectations. Particularly with first-time clients, an unconditional guarantee can be an effective marketing tool if the client is very cautious, the firm’s fees are high, the negative consequences of bad service are grave, or business is difficult to obtain through referrals and word-of-mouth.
However, an unconditional guarantee can sometimes hinder marketing efforts. With its implication that failure is possible, the guarantee may, paradoxically, cause clients to doubt the service firm’s ability to deliver the promised level of service. It may conflict with a firm’s desire to appear sophisticated, or may even suggest that a firm is begging for business. In legal and health care services, it may mislead clients by suggesting that lawsuits or medical procedures will have guaranteed outcomes. Indeed, professional service firms with outstanding reputations and performance to match have little to gain from offering unconditional guarantees. And any firm that implements an unconditional guarantee without undertaking a commensurate commitment to quality of service is merely employing a potentially costly marketing gimmick. [br] The passage most clearly implies which of the following about the professional service firms mentioned in the fifth sentence of the second paragraph?

选项 A、They are unlikely to have offered unconditional guarantees of satisfaction in the past.
B、They are usually profitable enough to be able to compensate clients according to the terms of an unconditional guarantee.
C、They usually practice in fields in which the outcomes are predictable.
D、Their clients are usually already satisfied with the quality of service that is delivered.

答案 D

解析这篇短文最后一段第五句清楚地暗示专业服务公司哪种情况?通常情况下，客户已经对服务公司提供的服务感到满意。根据第二段第五句，有很突出声誉和业绩的专业服务公司从提供无条件的保单中收效甚微。如果服务公司的声誉和业绩都很突出，那么客户就很可能对它们的服务质量很满意，此类保单很有可能产生不了竞争优势。

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