Riff

1.1.10 客服与顾客投诉
开始说顾客的投诉complaints会对客服部门的人员产生消极影响，反而降低他们对客人(或者公司，我忘了)的commitment。说客服部门的人像”三明治”（原文这里好像也打引号），夹在管理层和客人中间。这里被考到的，大家真的碰到的话关注一下。
第二段讲了如果一个人的affectivity(心理学术语，原文用括号解释了意思)是正的，这种消极影响会decrease，and如果一个人的affectivity是负的，这种消极影响会increase(我知道这个不是中文，但是为了接近原文的样子，就这样写了，大家应该能看懂，顺便复习下愈发的并列结构)。但是第二种情况没有被research support。（这里被考到）接着说因为如果affectivity是负的，就会believe what you believe。然后又说一般顾客的抱怨对客服的影响是nutralized （具体推理忘了）。
有道问题是问一个occasionally投诉的顾客，对客服的影响

［考古 来自今年6月份机经        待确认：
V1  yizhutou1 7/1 Cuiever 710
第一段消费者的Complain 影响了消费者对公司的信任。而客服人员有时候擅自deny一些complain也会恶化customer relationship。
第二段客服人员的negative affectivity(na)和positive affectivity(pa)的问题。有人觉得有pa的客服人员会reduce这种不好的customer relationship的影响，而有na的客服人员会更加加深这种不良关系。作者不认同第二种说法(na更加损害关系) 作者觉得有na的人本身看世界就比较消极所以遇到这种不好的relationship 也会归咎为是世界黑暗而不是损害和消费者的关系。

V2  Mmo3333 v34 7/11
跟狗里的不太一样，这篇主要讲customer 由于某种原因不愿意complain客服人员，这个原因好像是怕对客服人员造成不好的影响，但不complain又对公司有negative的影响，使得公司没有办法评估自己的服务系统。
其中有一个问题问得是公司如何做可以使得customer放心的complain，我选的是一个公司应该让customer 知道complain 对客服人员没有不好的影响

新增考古 yandong1208 待确认
V1
讲的是顾客complaints还有员工的recommend，这篇我以前绝对做过，实在想不起来在哪做过了。第一段就是说，conflict的产生是由于expectation of 什么 and expectation什么的。（这是一道题的答案）第二段就说，员工的high activity能减少什么，然后negative能增加，但是negative的那个观点没有观点证明（这个有道细节题）。然后后面说了什么我真不记得了］

Riff

1.1.11 公司筹资factor（代理人）
[factor是国际贸易中的保理业务, 将国际贸易业务中的应收账款(AR)外包给第三方公司，代为催收（也就是把所invoice［发票］卖给第三方公司）。 对于出口企业来说，好处是：1.能够立即拿到cash，缩短账期（国际贸易中往往有些应收账款>90天）2.转移应收账款风险。对于第三方公司来说，当然从中需要抽取一部分佣金的。这种结款方式一般用在大型项目采购，或者目的地信用风险较高的国家比较多用。一般商品贸易中很少会用这种方式]
第一段：阐述保理的定义特点，也就是发票融资——作为应收帐款的债权人这个business有时持有的现金少于发展需要的，就会采取将customer给的发票卖给保理商factor，保理商factor贴现后按发票金额的80%付款给企业，然后并代企业收取应收帐款，然后等到收到款后再付剩余部分（有题，问factors是先收钱还是先帮人要帐），当然factor要收取一部分的手续费；并且同时，factor会根据公司的信用状况决定是否发放，贴现的百分比，和后续的所收取的费用。
第二段：讲保理适用于利润丰厚但是资本缺乏的新企业，这类企业往往不能从银行取得贷款，但因保理业务的风险主要与被保理的应收帐款的买方（也就是付款人）信用大小有关，和新企业的信用关系不大，所以新企业能够以保理业务方式取得融资；并且factor的是有很高的风险的，因为手续费是从回收的贷款与制钱贴现出去部分的差值中中获得的，所以当欠款一旦无法全部拿回，factor就很可能会遭受损失。
第三段：讲保理适用于哪些情况，不适用于哪些情况。不适用于应收帐款发票为众多的小金额，因为这样保理商收取的风险承担费用会很高（这里有题，好像是说factor收费的依据，一个选项是说银行利率only，文章中没提，还有一个说根据customer的finance ……好像财务评级，我选的是这个，因为对应了risk，选项文章中没有出现，但是在美国衡量公司的risk都是采用机构评级的方式，我不知道会不会自己的背景会有负面干扰，大家小心），企业付出的融资成本高。最后说，factor比较关心发生应收款的客户的财务状况和信用，所以公司就能知道哪些客户的信誉好，哪些钱可能收不到。保理还是好。
题目：
1、主旨题，我选了 这篇文章介绍了这个比率的功能
2、有一题是问下面哪个公司最不可能采取这个方法，具体选项忘了，文章中提到了在公司在起步阶段最可能用这个办法，可以马上排除一个选项，其他的选马上要用钱的，不要选已经完成某个目标的。
3、还考了一题哪种情况会用FACTORING
答案是刚起步还不够去向银行借钱的公司
4、是下列哪种情况是作者不推荐的
答案是继续接受已经被FACTOR拒绝收购的公司的发票
5、factor business为什么会愿意个新的小公司贷款
6、公司通过factor business是想做下面那些事
我选的是可以避免一些转帐的手续费

Riff

1.1.12服务外包(outsourcing)
第一段大概说outsourcing的概念，然后说outsourcing这个practice在有形产品(physical product)工业已经很成熟之类的，但是在service 的行业还是有很大前景的，而且越来越多的公司也开始做service outsourcing了。
第二段先说了service outsourcing的特色feature。然后举了intellectual service的outsourcing。说这类的outsourcing,　客户通常来说很难通过下订单(place order)来描述(specify)要买什么样的服务产品（暗指service product知识含量高，有考题）。介绍完特色以后，然后说了一大堆弊端，比如service outsourcing出去可能会有泄漏企业关键信息之类的risk。但是最后，作者话锋一转，说如果企业仔细考虑计划outsourcing strategy的话，就可以lower and minimize 所有的这些risk，证明了作者对待这个practice支持态度。
题目：
1、作者会同意下面哪个选项，我选的是although service outsourcing 有很多的弊端，但是它的优点outweigh all the risks. 但是这题还有另一个选项很迷惑，想不起来了
2、细节题，说文中为什么客户无法specify 他们要的service product：选因为客户没有这方面的expertise
3、好像是作者态度题，选作者支持outsourcing

Riff

1.1.14 环境与经济关系（荷兰病）
（“荷兰病”是经济学名词，就是一国由于自然资源或其他初级产品异常丰富，从而该部门繁荣，其他部门尤其是工业部门衰落的现象。
道理很简单，该资源出口多，外汇流入，该国货币升值，其他部门的出口因为价格变高而受到影响，从而衰落，企业不好当然会有失业啦。
这就是逻辑链。这种情况在发展中国家比较多见。发达国家也存在。第一次出现时荷兰。由于突然个大油田从而出口天然气，导致工业部门衰落。）
P1 一开始来了个新名词 然后解释 是关于环境和经济的之间关系的。然后又是个新名词（什么什么curse）什么的，说这种情况往往发生在欠发达地区，会导致失业啊和通胀什么的，然后作者说，这个现在在发达国家也有。
[industrialized countries如果靠出口natural resource来赚钱，就可能发生叫“resource curse”的这个现象]
［一个国家如果资源丰富本来是件好事，但也不一定，它可能会导致各种XXXX麻烦，这种现象叫做C XX, 非工业化的国家只依赖出口资源（像天然气啊之类的不可再生的），那它会遇到各种XXXX麻烦。有些人认为这是非工业化国家才会出现的，其实并不是这样。］
P2 讲resource curse的一个component，叫“Dutch disease”，（有题问第二段讲了什么，选这句话的同意替换，选项里面说Dutch disease是resource curse的一个aspect，然后第二段是讲这个aspect的来源）。说这个“Dutch disease”是先在Netherlands出现的现象，所以叫这个名字，就是荷兰本来是industrialized country，但是它靠export 自己的natural gas resource来赚钱。但是这个赚钱方式却引起了inflation，后面有括号解释inflation是什么意思，还有对其的举例。Inflation严重地impaired荷兰自己国家的制造业，使荷兰已经很发达的制造业向deindustrialized 的方向发展。这个地方又重述了荷兰发生这个现象也有political，什么，什么的原因，重复了一下第一段末尾的原因。(然后这个地方有题问：作者suggest Dutch Disease这个应该怎么解决呢？我当时很仔细很仔细地读了原文，但是文章就只是说这个现象是怎么造成的，有什么不好的影响，没说怎么能解决。我定位了之后发现这个是真没有啊！我只好相信这是作者“suggest”的了，选了一个跟文章有关的。选项有：C. regulate exchange rate to a fixed number(选这个); D. raise 从别国家进口东西的tariff)
题目：
1、那种情况可以解决Netherlands的那个现象。 我选了 把limitation搞紧一点(好像是错的，应该是固定汇率)
2、XXXcurse和NetherlandsXX 这两个名词的关系
A、Dutch XX只发生在荷兰
B、Dutch XX是C XX的一种(选这个)
C、Dutch XX发生在工业化国家，C XX发生在非工业化国家
3、好像是主旨题吧

Riff

1.1.15  fuel efficient(升空用油问题)
第一段：原有个设备，有两个问题。第一个问题是，the faster，油耗越多；第二个问题是，payload（有效负荷）越重，耗油越多
第二段：说一个R.的人，发明（不确定是否用发明这词）了一个装置，可以改善这个问题的。好像这段没有考点
第三段：说那个装置是怎么运作的。还说新设计的航空器有些问题没解决, 如采用更高燃烧效率的燃料,如氢等, 将有关燃料转化成其它性状,还有就是这类高效率的燃料的燃烧可以熔化绝大多数的物质(heat),必须解决这个燃烧problem,就是如何有一种超耐高温的容器来做燃料室 。
考题：
1.主旨——说某个装置有问题，给出另一个可以解决问题的装置，再说了装置是怎么work的
2.新装置可能会有什么问题？——定位第三段，选什么heat的那个，好像是A
[用新燃料去要克服的困难是什么？
答：protect heat from损害设备。（温度太高会烧坏引擎）]
3.第三段开头有高亮，大概是什么作用吧。那个高亮里面有个问句的
4. 缩短航行的时间意味着什么？
答：减少由于重力对宇航员带来的伤害。

Riff

1.1.16 企业联合模式（brand sharing & asset sharing）
说企业的两种企业联合模式，其中一个是brand sharing（品牌联盟），还有一个是asset sharing（财产联盟），和物业有关的 。
第一段：有两种企业联合模式，忘记名字，称之为A模式（brand），和B模式（asset）
A模式（brand）举了个例——航空公司和某牌子合作提供某个牌子的coffee，那个牌子的coffee的chain同样可以收获名气还是什么的（反正是互利）, 两个联合方可以有完全不同的产品，但可以share real estate and technology，主要是为了降低成本；模式b也举例（就有asset的那个）——一个什么店开在一个什么店旁边，利用其中一个店的丰富客源来为另一个店吸引生意。
第二段：说这两个模式的弊端；A的弊双方的得利很可能是不成比例的[比如说你不可能因为咖啡难喝就换另一个公司的飞机吧，但是飞机晚点以后你看那间咖啡店都怎么看怎么不爽了]，举例——一个奢华酒店和一个平价酒店合作；B的弊端是market target
考题：
1.文章结构/主题——介绍两个模式，说出各自得弊端(risk)
［主旨题，选那个有risk的］
2.和模式B相似的事例——我选了什么一个干衣店开在一个busy的mall旁边
[和A相似的模式，【机经里说的是B模式】选那个某个店把自己的某东西租给另外一个店。]
3.为什么说一个贵酒店和一个平酒店不能用模式B——不同target 消费群
4. 问了一个下面哪一种属于财产联盟的情况
我选了在加油站卖一种和汽车相关的什么东西，这题还是蛮好排除的

Riff

1.1.17 专利
是说一些经济学家说设置专利权的最初目的是为了保护和提倡创新，然后随着经济变动，很多商家弄越来越多的专利，但是里面真正创新的内容很少，他们搞那么多专利的目的偏离了设置专利权的最初目标，而是设置商业壁垒。
GWD-TN-6   Q7-Q10
The system of patent-granting, which confers temporary monopolies for the exploitation of new technologies, was originally established as an incentive to the pursuit of risky new ideas. Yet studies of the most patent-conscious business of all—the semiconductor industry—suggest that firms do not necessarily become more innovative as they increase their patenting activity. Ziedonis and Hall, for example, found that investment in research and development (a reasonable proxy for innovation) did not substantially increase between 1982 and 1992, the industry’s most feverish period of patenting. Instead, semiconductor firms simply squeezed more patents out of existing research and development expenditures. Moreover, Ziedonis and Hall found that as patenting activity at semiconductor firms increased in the 1980’s, the consensus among industry employees was that the average quality of their firms’ patents declined. Though patent quality is a difficult notion to measure, the number of times a patent is cited in the technical literature is a reasonable yardstick, and citations per semiconductor patent did decline during the 1980’s. This decline in quality may be related to changes in the way semiconductor firms managed their patenting process: rather than patenting to win exclusive rights to a valuable new technology, patents were filed more for strategic purposes, to be used as bargaining chips to ward off infringement suites or as a means to block competitors’ products.


GWD-8-Q7 :

The passage is primarily concerned with discussing

A.a study suggesting that the semiconductor industry’s approach to patenting during the period from 1982 to 1992 yielded unanticipated results    (GWD答案)

B.a study of the semiconductor industry during the period from 1982 to 1992 that advocates certain changes in the industry’s management of the patenting process

C.the connection between patenting and innovation in the semiconductor industry during the period from 1982 to 1992  （PREP答案）

D.reasons that investment in research and development in the semiconductor industry did not increase significantly during the period from 1982 to 1992

E.certain factors that made the period from 1982 to 1992 a time of intense patenting activity in the semiconductor industry

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GWD-8-Q8 :

The passage suggests which of the following about patenting in the semiconductor industry during the period from 1982 to 1992 ?

A.The declining number of citations per semiconductor patent in the technical literature undermines the notion that patenting activity increased during this period.

B.A decline in patent quality forced firms to change the way they managed the patenting process.

C.Increased efficiencies allowed firms to derive more patents from existing research and development expenditures.

D.Firms’ emphasis on filing patents for strategic purposes may have contributed to a decline in patent quality.

E.Firms’ attempts to derive more patents from existing research and development expenditures may have contributed to a decline in infringement suites.

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GWD-8-Q9 :

The passage makes which of the following claims about patent quality in the semiconductor industry?

A.It was higher in the early 1980’s than it was a decade later.  （已修正）

B.It is largely independent of the number of patents granted.

C.It changed between 1982 and 1992 in ways that were linked to changes in research and development expenditures.

D.It is not adequately discussed in the industry’s technical literature.

E.It was measured by inappropriate means during the period from 1982 to 1992.

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GWD-8-Q10:  （据考过同学反映,本题在实考时并未遇到）
Which of the following, if true, would most clearly serve to weaken the author’s claim about what constitutes a reasonable yardstick for measuring patent quality?

A.It is more difficult to have an article accepted for publication in the technical literature of the semiconductor industry than it is in the technical literature of most other industries

B.Many of the highest-quality semiconductor patents are cited numerous times in the technical literature

C.It is difficult for someone not familiar with the technical literature to recognize what constitutes an innovative semiconductor patent

D.There were more citations made per semiconductor patent in the technical literature in the 1970’s than in the 1980’s

E.Low-quality patents tend to be discussed in the technical literature as frequently as high-quality patents.  （已修正）

Riff

1.1.18 服务保证 unconditional garentee
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.
1.        The primary function of the passage as a whole is to
(A) account for the popularity of a practice
(B) evaluate the utility of a practice
(C) demonstrate how to institute a practice
(D) weigh the ethics of using a strategy
(E) explain the reasons for pursuing a strategy
2.        All of the following are mentioned in the passage as circumstances in which professional service firms can benefit from offering an unconditional guarantee EXCEPT:
(A) The firm is having difficulty retaining its clients of long standing.
(B) The firm is having difficulty getting business through client recommendations.
(C) The firm charges substantial fees for its services.
(D) The adverse effects of poor performance by the firm are significant for the client.
(E) The client is reluctant to incur risk.
3.        Which of the following is cited in the passage as a goal of some professional service firms in offering unconditional guarantees of satisfaction?
(A) A limit on the firm’s liability
(B) Successful competition against other firms
(C) Ability to justify fee increases
(D) Attainment of an outstanding reputation in a field
(E) Improvement in the quality of the firm’s service
4.        The passage’s description of the issue raised by unconditional guarantees for health care or legal services most clearly implies that which of the following is true?
(A) The legal and medical professions have standards of practice that would be violated by attempts to fulfill such unconditional guarantees.
(B) The result of a lawsuit of medical procedure cannot necessarily be determined in advance by the professionals handling a client’s case.
(C) The dignity of the legal and medical professions is undermined by any attempts at marketing of professional services, including unconditional guarantees.
(D) Clients whose lawsuits or medical procedures have unsatisfactory outcomes cannot be adequately compensated by financial settlements alone.
(E) Predicting the monetary cost of legal or health care services is more difficult than predicting the monetary cost of other types of professional services.
5.        Which of the following hypothetical situations best exemplifies the potential problem noted in the second sentence of the second paragraph (lines 14-17)?
(A) A physician’s unconditional guarantee of satisfaction encourages patients to sue for malpractice if they are unhappy with the treatment they receive.
(B) A lawyer’s unconditional guarantee of satisfaction makes clients suspect that the lawyer needs to find new clients quickly to increase the firm’s income.
(C) A business consultant’s unconditional guarantee of satisfaction is undermined when the consultant fails to provide all of the services that are promised.
(D) An architect’s unconditional guarantee of satisfaction makes clients wonder how often the architect’s buildings fail to please clients.
(E) An accountant’s unconditional guarantee of satisfaction leads clients to believe that tax returns prepared by the accountant are certain to be accurate.
6.        The passage most clearly implies which of the following about the professional service firms mentioned in line 22?
(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 fees are usually more affordable than those charged by other professional service firms.
(E) Their clients are usually already satisfied with the quality of service that is delivered.

Riff

1.2.1新理论
具体记不清了，就讲；两个人搞出一个某个新理论，然后这个理论还有写不足。然后这俩人就分别对这个不足提出自己的意见。

1.2.2关于项目投资的实验
还有一篇是讲有学者研究出一种现象、方法？？叫做“xx”两个单词，不太记得了...说是人们会更倾向于把钱投资于表现更poor的项目。根据是这个学者做的一项实验：聚集一群人，然后给他们两个项目，他们随便选一个项目来投资，经过一段时间之后，告知其中一部分人说他们所投资的项目表现的更差了，之后再让所有人根据现在的状况选择一个项目追加投资，说第一次选择的项目表现差但是却依旧追加同一个项目的那些人的人数比另外一批人多，所以得出了上面的结论。

第二段说另外一个学者armstrong不这么看，他也做了一个类似的实验，只不过把项目范围扩展到了一个什么和一个广告的领域（就是说之前的实验只有一个领域，现在多了）（有题问跟上次试验有什么不同），然后被测试者的表现好像有不同的情况了。
题目：题目好像是有主旨题

Riff

1.2.3 狩猎与游戏关系 game theory
就是说有些部落的活动不对外但是有经济价值的。然后介绍了一个部落，这个部落里面的人打不到猎物就会聚集在一个S的地方，族人会用烧龟壳然后扔在地上的方法，来决定到哪个方向去打猎。根据一个西方人Y的观察，这种方法居然保证了极高 的打猎命中率，19次里面12次成功打到猎物，就算X族的人根据烧龟壳的方法决定打猎的方向使他们没有打到猎物，他们也只会认为是没把龟壳地图读好（有题问为什么不成功, 答案就选没把龟壳地图读好）。然后就有专家出来说这种活动，但是从MOORE的理论来看，这是有根据的。（而且GAME THEORY也有相似的说法）（GAME THEORY是打上括号了的，这里有题，问GAME THEORY和这种龟壳地图的共同认识是什么，我记得我选的B，但是不记得答案讲的是什么，当时看了别的答案觉得都不对）（有题，说为什么要提game theory）