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Updated on: 24 Sep 2024, 09:04
Originally posted by GMATNinja on 13 Dec 2021, 14:56.
Last edited by GMATNinjaTwo on 24 Sep 2024, 09:04, edited 1 time in total.
Last edited by GMATNinjaTwo on 24 Sep 2024, 09:04, edited 1 time in total.
fixed typo
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Question 2
nitishjain0109
Let's take a close look at the line you mentioned:
:tongue_opt2 Quote:
If someone is "empowered to question" something's quality, this tells us they have the power to question its quality. In other words, they are able to question its quality.
So why would customers be "empowered" to question a restaurant's quality? According to the author, it's because they "UNDERSTAND a restaurant's product and know what to anticipate in terms of service." In short, since customers understand basically how a restaurant works, they can judge the quality of its service.
According to the author, all of this is "not generally true in the case of skilled activities such as electrical work." Because for things like electrical work, customers probably do not "know what to anticipate in terms of service." Put another way -- at restaurants, people know what good service looks like, so they can judge its quality. For more skilled things like electrical work, customers are less knowledgeable, so they're less able to judge the quality of service.
But why is the author discussing all this? What conclusion does s/he draw? Notice this discussion ends with the statement that in cases like electrical work, "a guarantee might have greater customer appeal." This is in contrast to restaurants, where a service guarantee "could actually have a negative effect."
Let's take another look at (C):
Quote:
Recall the author's conclusion from the preceding discussion -- in situations where customers "know what to anticipate in terms of service" (such as restaurants), service guarantees could have a negative affect. But in situations like electrical work, where they don't know what to anticipate, "a guarantee might have greater customer appeal."
This conclusion lines up nicely with the idea that "guarantees are likely to have less appeal" when "customers are knowledgeable about a business’s product or service." Since we can infer the author would agree with (C), it's correct.
I hope that helps!
15 Dec 2022, 16:48
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Question 1
TBT
Let's start by nailing down the purpose of each paragraph.
- Paragraph 1 (lines 1-19): To present Tucci and Talaga's findings on the mixed effects of service-quality guarantees on attracting customers (i.e. they can be effective in certain circumstances, and counterproductive in others).
- Paragraph 2 (lines 20-29): To propose alternative uses of service-quality guarantees (i.e. to motivate employees).
Let's now take a look at answer choice (C):
Quote:
What is the conventional wisdom regarding the effect of service-quality guarantees? Notice the passage never tells us. We're told some of Tucci and Talaga's findings on the question, but we are never told what is considered "conventional wisdom."
So, since we have not idea what the "conventional wisdom" might be, we can eliminate (C).
Let's take a look at (B):
Quote:
In discussing the results of Tucci and Talaga, the author gives us some idea of the advantages and disadvantages of service guarantees for attracting customers. More specifically, we learn that they are helpful for higher-priced restaurants, but might be counterproductive for lower-priced restaurants.
In the next paragraph, the author presents a different way that a service guarantee might be advantageous - it could motivate workers.
Considering both of these paragraphs, we see that the author is primarily concerned with discussing the possible effects of service quality guarantees, and when they might be helpful vs. hurtful (i.e. their advantages and disadvantages). For that reason, (B) is correct.
I hope that helps!
