14．So you want to draw money from a bank？Do it yourself．Want to fix the Internet connection？Do it yourself．Need a boarding card for your flight？Do it yourself．In theory，companies can save money by replacing human workers with automated self-service systems，while customers gain more choices and get quicker service．Surely the expansion of self-service into more and more areas is to be welcomed？
Not necessarily．When it is done well，self-service can do good to both companies and customers．But when done badly-who has not found themselves trapped in aseries of endless touch-tone menus？In areas where self-service is only just started，this is less of a problem：angry customers can after all，always take their business elsewhere．But if every bank were to prefer self-service systems，customers would no longer be able to express their discount by voting with their feet．As a result，some banks，for example，already promise that their telephone-banking services always offer the choice of talking to a human operator．But in return for human service，many companies will simply charge more．
Another disagreement to self-service is that while it saves companies money，it does not always save their customers'time．In the best cases，it does，of course：checking yourself in at the airport can be quicker than queuing or making a phone call．But as more and more tasks are on to customers，they may start to hope for the days of old-fashioned service．
All of this suggests that there are limits to how far self-service can be taken．Companies that go too far down the self-service route or to do it incorrectly are likely to find themselves being punished．Instead，a balance between self-service and traditional forms of service is necessary．
29．What advantages does the self-service technology certainly bring？A
A．Cutting the cost for the companies．
B．Saving money for customers．
C．Offering customers extra money．
D．Defeating the traditional forms of service．
30．What does the writer mean by saying"customers would no longer be able to express
their discount by voting with their feet"？B
A．Customers would be so angry that they kick and damage the machine providing self-service．
B．Customers would not be able to express their anger at the bank's service by leaving there．
C．Customers would try their best to persuade the bank to stop self-service．
D．Customers would elect some leaders to have a talk with the bank．
31．From this passage，we can see that the writerD the use of self-service．
A．dislikes
B．supports
C．thinks highly of
D．makes careful judgment on．
分析 本文作者認(rèn)為自助服務(wù)可以給銀行和客戶帶來(lái)好處，但是自助服務(wù)也有不足之處，因此自助服務(wù)與傳統(tǒng)形式的服務(wù)保持平衡是必要的．
解答 29．答案為A．本題為細(xì)節(jié)題．由文章第一段"In theory，companies can save money by replacing human workers with automated self-service systems，while customers gain more choices and control and get quicker service．"可知，A選項(xiàng)正確，B、C錯(cuò)誤．D選項(xiàng)未提及．
30．答案為B．本題為句意理解題．本句話出現(xiàn)在第二段的第五句話中，如果每個(gè)銀行將選擇自助服務(wù)系統(tǒng)，客戶會(huì)怎樣？結(jié)合下文給的例證可知，結(jié)果是銀行只能提供客戶人工操作的選擇，故可推斷如果客戶只能選擇自助服務(wù)系統(tǒng)，一旦它出現(xiàn)故障，客戶即使離開(kāi)銀行也將無(wú)法表達(dá)對(duì)銀行服務(wù)的憤怒．故答案為B．
31．答案為D．本題考查作者的觀點(diǎn)態(tài)度．結(jié)合第一段和最后一段可知，作者認(rèn)為自助服務(wù)有優(yōu)點(diǎn)也有缺點(diǎn)，故答案為D，作者對(duì)自助服務(wù)的評(píng)價(jià)非常小心．
點(diǎn)評(píng) 閱讀理解題測(cè)試考生在閱讀基礎(chǔ)上的邏輯推理能力，要求考生根據(jù)文章所述事件的邏輯關(guān)系，對(duì)未說(shuō)明的趨勢(shì)或結(jié)局作出合理的推斷；或根據(jù)作者所闡述的觀點(diǎn)理論，對(duì)文章未涉及的現(xiàn)象、事例給以解釋．考生首先要仔細(xì)閱讀短文，完整了解信息，準(zhǔn)確把握作者觀點(diǎn)．
