selma

1.1.10 客服与顾客投诉

第一段

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。而客服人员有时候擅自deny一些complaint也会恶化customer relationship。

第二段

讲了这种消极影响会decrease如果一个人的affectivity（感情敏感）是正的，and 会increase如果一个人的affectivity是负的。但是第二种情况没有被research support。作者觉得有负affectivity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。

题目：

1. 问一个occasionally投诉的顾客，对客服的影响。

2. conflict的产生是由于？
答：expectation of 什么 and expectation什么的。

selma

1.1.11 公司筹资factor△

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自己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. 还有一题是问下面哪个公司最不可能采取这个方法？（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）
答：应该是不缺钱用的

2. 还考了一题哪种情况会用FACTORING
答：刚起步还不够去向银行借钱的公司

3. 还考了一题是下列哪种情况是作者不推荐的
答：继续接受已经被FACTOR拒绝收购的公司的发票

4.主旨题
答：介绍了保理的功能

5. 公司通过factor businees是想做下面那些事
答：提前获取资金

6. factor business为什么愿意贷款给新公司之类的
答：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

selma

1.1.12服务外包△

第一段：

第一段大概说outsoucing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：


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，不专门搞这个还真不懂呢，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
答：although service outsourcing 有很多的弊端，但是它的优点outweigh all the risks.

2. 为什么客户无法specify 他们要的service product？
答：选因为客户没有这方面的expertise

3. 作者态度题
答：选作者支持outsourcing

selma

1.1.13 环境与经济关系

第一段：

一个国家如果资源丰富本来是件好事，但也不一定，它可能会导致各种麻烦，比如通胀、失业。这种现象叫做”resource curse”。 有些人认为这是非工业化国家才会出现的，然后作者说，这个现象在发达国家也有。

第二段：


讲resource curse的一个component，叫“Dutch disease”。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。然后因为limitation很松，大量外汇涌入国内，接着国内通胀了。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。


题目：

1. “resource curse”与“Dutch disease”的关系
答：Dutch disease是resource curse的一个aspect。

2. 作者suggest Dutch Disease这个应该怎么解决呢？
答：regulate exchange rate to a fixed number （把limitation搞紧一点）

3. 主旨题
答：解释一个新概念

There are two basic ways to reduce the threat of Dutch disease: by slowing the appreciation of the real exchange rate and by boosting the competitiveness of the manufacturing sector.

One approach is to sterilize the boom revenues, that is, not to bring all the revenues into the country all at once, and to save some of the revenues abroad in special funds and bring them in slowly. Sterilisation will reduce the spending effect. Another benefit of letting the revenues into the country slowly is that it can give a country a stable revenue stream, rather than not knowing how much revenue it will have from year to year. Also, by saving the boom revenues, a country is saving some of the revenues for future generations.

selma

1.1.14 企业联合模式

第一段：

企业合作有两种模式，Brand sharing和asset sharing。举了个brand的例子先，说是飞机上卖咖啡，可以提高咖啡的知名度。然后又说其实有些unfair的risk在这里。比如没有人会仅因为咖啡不好喝就不坐这个公司的飞机，但是可能会造成对这个咖啡很不好的口碑。asset合作的公司，要求说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。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。然后解释说这个asset合作的risk怎么怎么的，举了个例子说是一个高级宾馆什么的和一个barget饭馆合作饭馆合作显然是不会很成功的。



题目：

1. 文章结构/主题
答：介绍两个模式，说出各自得弊端（选那个有risk的。）

2. 和模式asset相似的事例
答：选了什么一个干衣店开在一个busy的mall旁边 (在加油站卖一种和汽车相关的什么东西)

3. 为什么说一个贵酒店和一个平酒店不能用模式asset?
答：不同target 消费群

selma

1.1.17 专利
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 industries—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
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
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.
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:
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.

selma

1.2Analysis & Research
1.2.1新理论
V1  【by: tiancai8888】
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。

selma

1.2.2关于项目投资的实验（原1.2.1 --V2）

第一段

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

第二段说另外一个学者不这么看，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），然后被测试者的表现好像有不同的情况了。

题目：

1. 主旨题
答：present an experiment which yields different result from the one shown in the theory.

2. 有题问跟上次试验有什么不同
答：考察领域不一样，后者扩展到广告

selma

1.2.3 狩猎与游戏关系△

X族的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。他对这种行为归结为迷信行为。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）所以，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。（这个地方有题问，答案就选没把龟壳地图读好。还有一个问题，不记得是什么 了，记起来再补充吧）

selma

1.3Human (Woman) Revolution & Historical stuff
1.3.1关于“公谊会教徒Quakers”中的女性的教育★
    In her account of unmarried women’s experiences in colonial Philadelphia
, Wulf argues that educated young women, particularly Quakers, engaged in resistance to patriarchal marriage by exchanging poetry critical of marriage, copying verse into their commonplace books.Wulf suggests that this critique circulated beyond the daughters of the Quaker elite and middle class, whose commonplace books she mines, proposing that Quaker schools brought it to many poor female students of diverse backgrounds.

Here Wulf probably overstates Quaker schools’ impact. At least three years’ study would be necessary to achieve the literacy competence necessary to grapple with the material she analyzes. In 1765, the year Wulf uses to demonstrate the diversity of Philadelphia’s Quaker schools, 128 students enrolled in these schools.Refining Wulf’s numbers by the information she provides on religious affiliation, gender, and length of study, it appears that only about 17 poor non-Quaker girls were educated in Philadelphia’s Quaker schools for three years or longer.While Wulf is correct that a critique of patriarchal marriage circulated broadly, Quaker schools probably cannot be credited with instilling these ideas in the lower classes.Popular literary satires on marriage had already landed on fertile ground in a multiethnic population that embodied a wide range of marital beliefs and practices.These ethnic- and class-based traditions themselves challenged the legitimacy of patriarchal marriage.

Q15: The primary purpose of the passage is to
A.        argue against one aspect of Wulf’s account of how ideas critical of marriage were disseminated among young women in colonial Philadelphia
B.        discuss Wulf’s interpretation of the significance for educated young women in colonial Philadelphia of the poetry they copied into their commonplace books
C.        counter Wulf’s assertions about the impact of the multiethnic character of colonial Philadelphia’s population on the prevalent views about marriage
D.        present data to undermine Wulf’s assessment of the diversity of the student body in Quaker schools in colonial Philadelphia
E.        challenge Wulf’s conclusion that a critique of marriage was prevalent among young women of all social classes in colonial Philadelphia
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Q16: According to the passage, which of the following was true of attitudes toward marriage in colonial Philadelphia?
A.        Exemplars of a critique of marriage could be found in various literary forms, but they did not impact public attitudes except among educated young women.
B.        The diversity of the student body in the Quaker schools meant that attitudes toward marriage were more disparate there than elsewhere in Philadelphia society.
C.        Although critical attitudes toward marriage were widespread, Quaker schools’ influence in disseminating these attitudes was limited.
D.        Criticisms of marriage in colonial Philadelphia were directed at only certain limited aspects of patriarchal marriage.
E.        The influence of the wide range of marital beliefs and practices present in Philadelphia’s multiethnic population can be detected in the poetry that educated young women copied in their commonplace books.
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Q17: The author of the passage implies which of the following about the poetry mentioned in the first paragraph?
A.        Wulf exaggerates the degree to which young women from an elite background regarded the poetry as providing a critique of marriage.
B.        The circulation of the poetry was confined to young Quaker women.
C.        Young women copied the poetry into their commonplace books because they interpreted it as providing a desirable model of unmarried life.
D.        The poetry’s capacity to influence popular attitudes was restricted by the degree of literacy necessary to comprehend it.
E.        The poetry celebrated marital beliefs and practices that were in opposition to patriarchal marriage.
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Q18:
Which of the following, if true, would most seriously undermine the author’s basis for saying that Wulf overstates Quaker schools’ impact (lines 17-18)?
A.        The information that Wulf herself provided on religious affiliation and gender of students is in fact accurate.
B.        Most poor, non-Quaker students enrolled in Quaker schools had completed one or two years’ formal or informal schooling before enrolling.
C.        Not all of the young women whose commonplace books contained copies of poetry critical of marriage were Quakers.
D.        The poetry featured in young women’s commonplace books frequently included allusions that were unlikely to be accessible to someone with only three years’ study in school.
E.        In 1765 an unusually large proportion of the Quaker schools’ student body consisted of poor girls from non-Quaker backgrounds.