A guest at the Holiday Inn on Union Square in San Francisco is attempting to turn on the radio in his room. Not matter which button he pushes, the radio will not play. Finally, the guest reports a defective (有毛病的) radio. A hotel employee soon arrives at the guest’s room with a new radio, a box of chocolates, and flowers. As for the radio already in the room, the employee turns it on without difficulty and quickly reassures the guest that the radio is tricky to operate. The employee shows the guest how to work the radio and pleasantly exits the room, leaving the radios, the chocolates and the flowers. An elderly woman is in her favorite food store, Ukrop’s Super Market of Richmond, Virginia. She picks up a large pineapple from the display case, holds it for several moments, and then returns it with obvious reluctance. Ukrop’s president, James Ukrop, witnesses this scene and asks the customer if she would like to buy half of the pineapple, indicating that the store would be glad to cut it in half. The customer accepts and states how she looks forward to visiting Ukrop’s because the staff is so friendly and makes her feel so welcome. Night after night, in Aurora, Colorado, police officers answer calls for break ins of cars parked outside a local dance hall. One officer notes that the burglaries usually involve purses of female customers who say they lock their handbags in their cars, fearing the bags would be stolen from unattended tables during dances. The officer then persuades the dance hall owner to install lockers and the burglary calls drop from dozens each month to two in four months. These three stories emphasize our central argument, that is, the essence of services marketing is service. Service quality is the foundation of services marketing, for the core product being marketed is a performance. The performance is the product; the performance is what customers buy. A strong service concept gives companies the opportunity to compete for customers; a strong performance of the service concept builds competitiveness by earning customers’ confidence and reinforcing branding, advertising, selling, and pricing.

As a boy Sanders was much influenced by books about the sea but in fact by the age of fifteen he had decided to become a doctor rather than a sailor. His father was a dentist and as a result Sanders had the opportunity of meeting doctors socially. When he was fourteen he was already hanging around the dispensary of the local doctor where he was supposed to be helping to wrap up medicine bottles,but was actually trying to listen to the conversations with patients taking place in the next room. During the war Sanders served in the Navy as a surgeon. “That was the happiest time of my life doing major surgery. I was dealing with very real suffering and on the whole making a success of it. “ In Rhodes he taught the country people simple facts about medicine. He saw himself as a lifesaver. He had proved his skill to himself and his ability to take decisions. With this proof came the firm belief that those who lived simply and those who were dependent upon him possessed qualities and a secret of living which he lacked. After the war he married and chose practice deep in the English countryside,working under an old doctor who was much liked in the district but who hated the sight of blood and believed that the secret of medicine was faith. This gave the younger man plenty of opportunity to go on working as a lifesaver.

Two white pigeons came in through the kitchen window, 【C1】______,and lit around the ashes. The pigeons nodded their heads and began to pick, pick, pick, pick. And the others also began to pick, pick, pick, pick. They gathered all the good grains into the bowl. Hardly one hour had passed before they were finished, 【C2】______ The girl took the bowl to her stepmother, and was happy, 【C3】______. But the stepmother said, “No, Cinderella, you have no clothes, and you don’t know how to dance. Everyone would only laugh at you,“ 【C4】______, and then the stepmother said,“You may go if you are able to pick two bowls of lentils out of the ashes for me in one hour, “thinking to herself, “She will never be able to do that. “ The girl went through the back door into the garden and called out, “You tame pigeons, you turtledoves, 【C5】______, come and help me to gather“: The good ones go into the pot, The bad ones go into your crop. 【C6】______ , and then the turtledoves, and finally all the birds beneath the sky came whirring and swarming in, and lit around the ashes. The pigeons nodded their heads and began to pick, pick, pick, And the others also began to pick, pick, pick, pick. 【C7】______ . Before a half hour had passed they were finished, and they all flew out again. The girl took the bowls to her stepmother, and was happy, 【C8】______. But the stepmother said,“It’s no use. 【C9】______ , for you have no clothes, and you don’t know how to dance. We would be ashamed of you. “With this she turned her back on Cinderella, and hurried away with her two proud daughters. Now that no one else was at home, Cinderella went to her mother’s grave beneath the hazel tree, and cried out: Shake and quiver,little tree, Throw gold and silver down to me. 【C10】______, and slippers embroidered with silk and silver. She quickly put on the dress and went to the festival. (From Cinderella) A. Cinderella began to cry B. thinking that now she would be allowed to go to the festival with them C. Two white pigeons came in through the kitchen window D. You are not coming with us E. and then the turtledoves,and finally all the birds beneath the sky came whirring and swarming in F. Then the bird threw a gold and silver dress down to her G. thinking that now she would be allowed to go to the festival with them H. and all you birds beneath the sky I. They gathered all the good grains into the bowls J. and they all flew out again K. She was happy L. Cinderella opened the door

(significance) Why bother arguing about such an ______ amount of money?

(fiction) She would set up some______ accounts in other banks in the state.

(indulge) Parents vary greatly in their degree of strictness and ______ towards their children.

If he opened the other door, a lady came out. (63) The king always chose the ladies himself. (64) He made sure that each was of the same age and station as the accused and that she was beautiful. The rule was that the accused was to marry her immediately. It didn’t matter if he was already married or had a family. (65) The lady was a sign of his innocence, so if the accused already loved another, that other was to be forgotten. It was the king’s way. He allowed nothing to interfere with his design. (66) Indeed, immediately after the lady appeared, another door beneath the king opened and out came a priest, musicians, singers, and a troupe of dancers. In a procession, they all cheerfully marched and sang for the couple standing in the middle of the arena. (67) The bells rang, the audience shouted its approval, and the innocent man, preceded by children strewing flowers in the couple’s path, led his new bride to his home. (Form The Lady or the Tiger)

Like many of my generation, I have a weakness for hero worship. At some point, however, we all begin to question our heroes and our need for them. This leads us to ask: What is a hero? Despite immense differences in cultures, heroes around the world generally share a number of characteristics that instruct and inspire people. A hero does something worth talking about. A hero has a story of adventure to tell and a community who will listen. But a hero goes beyond mere fame. Heroes serve powers or principles larger than themselves. Like high voltage transformers, heroes take the energy of higher powers and step it down so that it can be used by ordinary people. The hero lives a life worthy of imitation. Those who imitate a genuine hero experience life with new depth, enthusiasm, and meaning. A sure test for would-be heroes is what or whom do they serve? What are they willing to live and die for? If the answer or evidence suggests they serve only their own fame, they may be famous persons but not heroes. Madonna and Michael Jackson are famous, but who would claim that their fans find life more abundant? Heroes are catalysts (催化剂) for change. They have a vision from the mountaintop. They have the skill and the charm to move the masses. They create new possibilities. Without Gandhi, India might still be part of the British Empire. Without Rosa Parks and Martin Luther King, Jr. , we might still have segregated (实行种族隔离的) buses, restaurants, and parks. It may be possible for large scale change to occur without leaders with magnetic personalities, but the pace of change would be slow, the vision uncertain, and the committee meetings endless.

(drudge) I am afraid that I shall find it to teach music to beginner.

(lethargic) A surprise military attack roused the nation from its______.

(lie) This principle, in fact, ______ all psychological treatment of children.

(vindictively) I do not believe that I am a______ man.

Blaming the media for violence is misguided. To better understand the issue of violence and society, it is helpful to examine its historical roots. Certainly not all tribal societies were violent. For example, many native tribes in the American southwest were entirely peaceful. However, for most tribal people throughout most of the world, war and violence have always been part of life. One of our oldest books, the Old Testament, tells of constant tribal wars among the peoples of the Middle East. Likewise, ancient texts such as the Greek Iliad, the Indian Bhagavad Gita and the Nordic Beowulf all tell tales of war and violence. Certainly the peoples of ancient Babylonia, Greece, India, and Scandinavia were not influenced by the media, yet most of the earliest human records indicate that violence has been an ever present part of human life. Since violence was with us long before modern media, it seems unlikely that controlling the media now would have much impact on stopping human violence. A comparison of violence in nations around the world indicates that there is no relationship between media violence and real violence. In the United States, in 1996, there were 9,390 gun-related deaths. In the same year, Japan had 15 gun-related deaths. Yet the level of violence on television in Japan is higher than that in the U. S. . Japanese TV often depicts graphic violence that would not be allowed on U. S. television, and Japanese movie goers see the same major Hollywood films that Americans see, but street crime is so rare in Tokyo that most people do not worry about it. In contrast, in American cities, people in general, and women in particular, are afraid to walk alone at night. Security is an ever present concern in the U. S. , where citizens limit their lives in numerous ways to reduce the chances of joining the 11,000 people who are killed by guns in America each year. However, the number of murders in the U. S. is small compared to Columbia, where, for example, 23,000 people were murdered in 1999. Columbians have much less exposure to media violence than either Americans or Japanese; they have fewer TV stations and watch fewer films. Indeed, those committing murders in Columbia are often people from the countryside who have the least exposure to the media. Thus people who are not exposed to the media are often more likely to commit violent crimes than those exposed to it. Since Canada borders the U. S. , Canadians receive the same TV and radio programs that Americans receive, yet gun violence in Canada is nearly one hundred times lower than that in the U. S.. Clearly there is no significant relationship between media violence and real life violence. We need to look elsewhere for solutions to real life violence.

Interest in pursuing international careers has soared in recent years, enhanced by chronic (长久的) personnel shortages that are causing companies to search beyond their home borders for talent. Professionals seek career experience outside their home countries for a variety of reasons. They may feel the need to recharge their batteries with a new challenge. They may want a position with more responsibility that encourages creativity and initiative. Or they may wish to expose their children to another culture, and the opportunity to learn a second language. When applying for a job, one usually has to submit a resume or curriculum vitae (CV). The two terms generally mean the same thing: a one or two page document describing one’s educational qualifications and professional experience. However, guidelines for preparing a resume are constantly changing. The best advice is to find out what is appropriate regarding the corporate culture, the country culture, and the culture of the person making the hiring decision. The challenge will be to embrace(包含)two or more cultures in one document. The following list is a good place to start; Educational requirements differ from country to country. In almost every case of “cross-border“ job hunting, just stating the title of your degree will not be an adequate description. Provide the reader with details about your studies and any related experience. Pay attention to the resume format you use: chronological or reverse chronological order. Chronological order means listing your “oldest“ work experience first. Reverse chronological order means listing your current or most recent experience first. Most countries have preferences about which format is most acceptable. If you find no specific guidelines, the general preference is for the reverse chronological format. If you are submitting your resume in English, find out if the recipient (收件人) uses British English or American English because there are variations between the two versions. For example, university education is often referred to as “tertiary education“ in the United Kingdom, but this term is rarely used in the United States. A reader who is unfamiliar with these variations may assume that your contains errors.

Taking natural objects such as rocks, bones, clouds and flowers for subject matter, Georgia O’Keeffe reduced them to their simplest form, often by employing a close-up view or some other unusual vantage point. With such techniques, including the use of thin paint and clear colors to emphasize a feeling of mystical silence and space, she achieved an abstract simplicity in her paintings. O’Keeffe spent a summer in New Mexico in 1929 and the bleak landscape and broad skies of the desert so appealed to her that she later settled there permanently. Cows’ kulls and other bare bones found in the desert were frequent motifs in her paintings. Other common subjects included flowers, the sky, and the horizon lines of the desert. After O’Keeffe’s three-month trip around the world by plane in 1959, the sky “paved with clouds“ as seen from an airplane also became one of her favorite motifs and the subject of her largest work, a 24-foot mural that she began in 1966.

(mud) Just in time for tea, and don’t they look as if they were ______ up to the eyes!

(sag) The seat of the chair is______.

(consider) The nature of Canadian households has changed______ over the past quarter century.

Opponent touch give glue in feed across for Leap disgust on straight disappointed jump While he was waiting for Smiley to return, the fellow took the frog out of the box and 【G1】______ him a few teaspoons of whiskey. Of course he didn’t tell Smiley that he had done this, and when Smiley returned from the swamp with a good-looking frog to serve as Daniel’s 【G2】______ , the fellow had put quite a bit of liquor into the little beast. Smiley was excited, as he always was when there was a bet. ’Put the two of them next to each other 【G3】______ this line on the floor, and I’ll give the word to begin. ’ Smiley shouted and the two men 【G4】______ their frogs, but Daniel Webster didn’t move. The other frog 【G5】______ straight up and then hopped off 【G6】______ a lively manner all the way 【G7】______ the room. Smiley’s frog 【G8】______ its legs and reached up as though to jump, but then settled back down as though his feet were 【G9】______ to the floor. Smiley was sad and 【G10】______, but he had no idea what the matter was. (From The Celebrated Jumping Frog of Calaveras County)

According to the passage,what does “liberal-arts“ mean?

The radio in the guest’s room at the Holiday Inn does not work because______. ( )

The author sets forth the argument of the passage by______ ( )

In a service business, the product being marketed is______ ( )

The third story in the passage shows______ . ( )

It can be inferred from the second paragraph that______. ( )