一个航空公司收到的complaint很少, 不到1%, 所以认定不用提高这项服务就可以maintain customer
原题：The following appeared in an Avia Airlines departmental memorandum:
“On average, 9 out of every 1,000 passengers who traveled on Avia Airlines last year filed a complaint about our baggage-handling procedures. This means that although some 1 percent of our passengers were unhappy with those procedures, the overwhelming majority were quite satisfied with them; thus it would appear that a review of the procedures is not important to our goal of maintaining or increasing the number of Avia’s passengers.”(39)
The conclusion in this Avia Airlines memorandum is that a review of the airline’s baggage-handling procedures will not further its goal of maintaining or increasing the number of Avia passengers. The author’s line of reasoning is that the great majority of Avia passengers are happy with baggage handling at the airline because only one percent of passengers who traveled on Avia last year filed a complaint about Avia’s procedures. This argument is problematic in two important respects.
First, the argument turns on the assumption that the 99 percent of Avia passengers who did not complain were happy with the airline’s baggage-handling procedures. However, the author provides no evidence to support this assumption. The fact that, on the average, 9 out of 1000 passengers took the time and effort to formally complain indicates nothing about the experiences or attitudes of the remaining 991. It is possible that many passengers were displeased but too busy to formally complain, while others had no opinion at all. Lacking more complete information about passengers’ attitudes, we cannot assume that the great majority of passengers who did not complain were happy.
Secondly, in the absence of information about the number of passengers per flight and about the complaint records of competing airlines, the statistics presented in the memorandum might distort the seriousness of the problem. Given that most modern aircraft carry as many as 300 to 500 passengers, it is possible that Avia received as many as 4 or 5 complaints per flight. The author unfairly trivializes this record. Moreover, the author fails to compare Avia’s record with those of its competitors. It is possible that a particular competitor received virtually no baggage-handling complaints last year. If so, Avia’s one percent complaint rate might be significant enough to motivate customers to switch to another airline.
In conclusion, the author has failed to demonstrate that a review of the baggage-handling procedures at Avia Airlines is not needed to maintain or increase the number of Avia’s passengers. To strengthen the argument, the author must at the very least provide affirmative evidence that most Avia passengers last year were indeed happy with baggage-handling procedures. To better evaluate the argument, we would need more information about the numbers of Avia passengers per flight last year and about the baggage-handling records of Avia’s competitors.
18. Argument: Take Heart建了个新游泳池然后usage增加12%，建议继续增加facilities成为only center
原题：The following appeared as part of a business plan created by the management of the Take Heart Fitness Center:
“After opening the new swimming pool early last summer, Take Heart saw a 12 percent increase in the use of the center by its members. Therefore, in order to increase membership in Take Heart, we should continue to add new recreational facilities in subsequent years: for example, a multipurpose game room, a tennis court, and a miniature golf course. Being the only center in the area offering this range of activities would give us a competitive advantage in the health and recreation market.”(102)
1. causal oversimplification
2. a benefit-cost analysis should be given
3. Whether the proposed recreational facilities are popular among the people of this area is unknown.
Because Take Heart Fitness Center experienced a 12 percent increase in member usage as a result of opening a new swimming pool last summer, the author recommends the addition of new recreational facilities in subsequent years as a means of increasing membership in Take Heart. The author’s recommendation is problematic for several reasons.
First, and foremost, the author assumes that an increase in member usage portends an increase in membership. This assumption may hold true in some cases. However, it is unlikely to hold true in the case at hand, because it is reasonable to expect that members would visit the fitness center to inspect and try out the new swimming pool. This would account for the increase in usage. However, since the author provides no evidence that this new rate of usage was sustained, the abrupt increase in usage provides little evidence that the addition of facilities such as the pool will attract new members.
Second, the author assumes that the addition of the swimming pool was responsible for the increase in member usage. However, the only evidence for this claim is insufficient to establish the causal claim in question. While temporal precedence is one of the conditions required to establish a causal relationship between two events, by itself it is not a sufficient condition. Consequently, it is possible that the addition of the pool was unrelated to the increase in usage in the manner required by the author’s argument.
Finally, the author has provided no evidence to support the contention that Take Heart will be the only center in the area to offer a wide range of activities to its members and thus have a competitive advantage in the fitness market.
In conclusion, the author’s belief that adding additional recreational facilities will increase Take Heart’s membership is ill-founded. To strengthen the argument the author would have to provide evidence that member usage is reliable indicator of new membership. Additionally, it would be necessary to show that the cause of the increase in usage was the opening of the new pool.
Massachusetts Institute of Technology GRE: 1353 GMAT:720 Stanford University (CA) GRE: 1354 GMAT:720 University of California–Berkeley GRE: 1353 GMAT:707 Georgia In
GMAT考试是美国管理专业招收研究生委员会主办和负责指导的考试, 其英文全称是Graduate Management Admission Test。GMAT考试的科目包括会计学、经济学、管理学、普通管理、生产管理、行政管理、