Feedback,I am told,is like a delicious dish for service providers.That's all very well for those that receive it,but where is the reward for those that give it? I'm pretty tired of getting back from a business trip and finding my inbox filled with every supplier that I used asking for my commentary on their services.The airline,my car hire and the hotels I stayed at all use their possession of my email address to send their requests for my opinion.If I am sufficiently bothered to click into their surveys,I reckon I could waste a good half an hour ticking boxes and adding remarks.Some of these requests for my observations suggest I might win a prize by being added to a draw.Who,I wonder,ever wins? Are there lists of those who benefit? I doubt it.Why are we getting this constant deluge（接连不断）of requests to help businesses improve themselves? Hotels are the worst.It never happened 30 years ago and I blame the Internet.Ever since that innovation,hotel chains have been using electronic survey tools to track guest satisfaction and monitor quality among their properties.Based on an analysis of chains that have purchased the industry guest satisfaction surveys by JD Power,hotel brands with higher scores apparently make more money than those with lower ones.Well,that makes sense, and it proves that these surveys are just a cheap way of asking me to improve someone else's enterprise.And while the business traveller might think that their suggestions are being taken into account to improve their future experiences,it's actually only the scores in the boxes that are being used by an anonymous head office to monitor operational management's effectiveness.The pressure is on the operator to keep satisfaction high, and numbers can be manipulated by the design of the questions and the focus of the form.Trend history shows that respondents （调查对象）consistently rate facility higher than service.Removing some of the questions about service and adding a few about the quality of the bedding can spin the overall scores positively. Wherever service is involved,it appears that satisfaction scores fall. The School of Hotel Administration at Comell University has produced a number of studies of such surveys that show a 20% drop in approval ratings between physicaI facilities and service.All of this seems to indicate that surveys can be designed to fit whatever the originator wishes to hear.What does the author think electronic survey tools help hotels to do?

Feedback,I am told,is like a delicious dish for service providers.That's all very well for those that receive it,but where is the reward for those that give it? I'm pretty tired of getting back from a business trip and finding my inbox filled with every supplier that I used asking for my commentary on their services.The airline,my car hire and the hotels I stayed at all use their possession of my email address to send their requests for my opinion.If I am sufficiently bothered to click into their surveys,I reckon I could waste a good half an hour ticking boxes and adding remarks.Some of these requests for my observations suggest I might win a prize by being added to a draw.Who,I wonder,ever wins? Are there lists of those who benefit? I doubt it.Why are we getting this constant deluge（接连不断）of requests to help businesses improve themselves? Hotels are the worst.It never happened 30 years ago and I blame the Internet.Ever since that innovation,hotel chains have been using electronic survey tools to track guest satisfaction and monitor quality among their properties.Based on an analysis of chains that have purchased the industry guest satisfaction surveys by JD Power,hotel brands with higher scores apparently make more money than those with lower ones.Well,that makes sense, and it proves that these surveys are just a cheap way of asking me to improve someone else's enterprise.And while the business traveller might think that their suggestions are being taken into account to improve their future experiences,it's actually only the scores in the boxes that are being used by an anonymous head office to monitor operational management's effectiveness.The pressure is on the operator to keep satisfaction high, and numbers can be manipulated by the design of the questions and the focus of the form.Trend history shows that respondents （调查对象）consistently rate facility higher than service.Removing some of the questions about service and adding a few about the quality of the bedding can spin the overall scores positively. Wherever service is involved,it appears that satisfaction scores fall. The School of Hotel Administration at Comell University has produced a number of studies of such surveys that show a 20% drop in approval ratings between physicaI facilities and service.All of this seems to indicate that surveys can be designed to fit whatever the originator wishes to hear.Which part of customers' feedback matters most to hotels according to the author?

Feedback,I am told,is like a delicious dish for service providers.That's all very well for those that receive it,but where is the reward for those that give it? I'm pretty tired of getting back from a business trip and finding my inbox filled with every supplier that I used asking for my commentary on their services.The airline,my car hire and the hotels I stayed at all use their possession of my email address to send their requests for my opinion.If I am sufficiently bothered to click into their surveys,I reckon I could waste a good half an hour ticking boxes and adding remarks.Some of these requests for my observations suggest I might win a prize by being added to a draw.Who,I wonder,ever wins? Are there lists of those who benefit? I doubt it.Why are we getting this constant deluge（接连不断）of requests to help businesses improve themselves? Hotels are the worst.It never happened 30 years ago and I blame the Internet.Ever since that innovation,hotel chains have been using electronic survey tools to track guest satisfaction and monitor quality among their properties.Based on an analysis of chains that have purchased the industry guest satisfaction surveys by JD Power,hotel brands with higher scores apparently make more money than those with lower ones.Well,that makes sense, and it proves that these surveys are just a cheap way of asking me to improve someone else's enterprise.And while the business traveller might think that their suggestions are being taken into account to improve their future experiences,it's actually only the scores in the boxes that are being used by an anonymous head office to monitor operational management's effectiveness.The pressure is on the operator to keep satisfaction high, and numbers can be manipulated by the design of the questions and the focus of the form.Trend history shows that respondents （调查对象）consistently rate facility higher than service.Removing some of the questions about service and adding a few about the quality of the bedding can spin the overall scores positively. Wherever service is involved,it appears that satisfaction scores fall. The School of Hotel Administration at Comell University has produced a number of studies of such surveys that show a 20% drop in approval ratings between physicaI facilities and service.All of this seems to indicate that surveys can be designed to fit whatever the originator wishes to hear.What questions are likely to be added to surveys to meet hotels' expectations?

Becky Evans,a psychology graduate student at the University of Liverpool,recently devised a survey for cat owners who think their cats are psychopaths（精神病患者）.The survey asks owners to describe the allegedly psychopathic behaviors,and so far they have included bullying other pets,and waiting on the kitchen counter to jump on unsuspecting family members.There's always a comparison when we talk about cats,says Mikel Maria Delgado from the University of Califomia,And that comparison is with dogs,which humans have spent thousands more years domesticating（驯化）.“We like things that remind us of us，＂Delgado said.“We like smiling.We like dogs doing what we tell them.We like that they attend to us very quickly.”Cats,she pointed out,simply don't have the facial muscles to make the variety of expressions a dog can.So when we look at a cat staring at us with no feelings,it looks like a psychopath who cannot show emotion.But that's just its face.Cats communicate not with facial expressions but through the positions of their ears and tails.Dogs,on the other hand,have learned to imitate humans.They pull their mouths back into something resembling a smile. They hang their heads in a way that looks super guilty. Dogs that repeatedly raise their eyebrows to make cute puppy faces are more likely to be adopted out of shelters.As to pet-owner attachment,Delgado said cats are no different from dogs.But she noted that dogs are used to their owners taking them to new places,while cats are territorial,so what looks like indifference to their owners might just be overwhelming anxiety about a new, strange environment.There're terrifying cats,but there're also cats who just want to stay somewhere allday. Evans has a lovely cat,who definitely is not a psychopath.The survey,Evans hopes, is just the first step in devising a way to measure psychopathy in cats.She'd like to eventually study cats in their natural habitat-their house-so as not to rely on the word of their owners.The ultimate goal of the research is to devise a test for shelters so they can better match cats with owners.Whether it's fair to call a cat a psychopath, we naturally do it,and it affects how well new owners and their cats will get along.What is characteristic of the cats described by their owners surveyed recently?

Becky Evans,a psychology graduate student at the University of Liverpool,recently devised a survey for cat owners who think their cats are psychopaths（精神病患者）.The survey asks owners to describe the allegedly psychopathic behaviors,and so far they have included bullying other pets,and waiting on the kitchen counter to jump on unsuspecting family members.There's always a comparison when we talk about cats,says Mikel Maria Delgado from the University of Califomia,And that comparison is with dogs,which humans have spent thousands more years domesticating（驯化）.“We like things that remind us of us，＂Delgado said.“We like smiling.We like dogs doing what we tell them.We like that they attend to us very quickly.”Cats,she pointed out,simply don't have the facial muscles to make the variety of expressions a dog can.So when we look at a cat staring at us with no feelings,it looks like a psychopath who cannot show emotion.But that's just its face.Cats communicate not with facial expressions but through the positions of their ears and tails.Dogs,on the other hand,have learned to imitate humans.They pull their mouths back into something resembling a smile. They hang their heads in a way that looks super guilty. Dogs that repeatedly raise their eyebrows to make cute puppy faces are more likely to be adopted out of shelters.As to pet-owner attachment,Delgado said cats are no different from dogs.But she noted that dogs are used to their owners taking them to new places,while cats are territorial,so what looks like indifference to their owners might just be overwhelming anxiety about a new, strange environment.There're terrifying cats,but there're also cats who just want to stay somewhere allday. Evans has a lovely cat,who definitely is not a psychopath.The survey,Evans hopes, is just the first step in devising a way to measure psychopathy in cats.She'd like to eventually study cats in their natural habitat-their house-so as not to rely on the word of their owners.The ultimate goal of the research is to devise a test for shelters so they can better match cats with owners.Whether it's fair to call a cat a psychopath, we naturally do it,and it affects how well new owners and their cats will get along.In what aspect do we expect cats to resemble dogs according to Delgado?

Becky Evans,a psychology graduate student at the University of Liverpool,recently devised a survey for cat owners who think their cats are psychopaths（精神病患者）.The survey asks owners to describe the allegedly psychopathic behaviors,and so far they have included bullying other pets,and waiting on the kitchen counter to jump on unsuspecting family members.There's always a comparison when we talk about cats,says Mikel Maria Delgado from the University of Califomia,And that comparison is with dogs,which humans have spent thousands more years domesticating（驯化）.“We like things that remind us of us，＂Delgado said.“We like smiling.We like dogs doing what we tell them.We like that they attend to us very quickly.”Cats,she pointed out,simply don't have the facial muscles to make the variety of expressions a dog can.So when we look at a cat staring at us with no feelings,it looks like a psychopath who cannot show emotion.But that's just its face.Cats communicate not with facial expressions but through the positions of their ears and tails.Dogs,on the other hand,have learned to imitate humans.They pull their mouths back into something resembling a smile. They hang their heads in a way that looks super guilty. Dogs that repeatedly raise their eyebrows to make cute puppy faces are more likely to be adopted out of shelters.As to pet-owner attachment,Delgado said cats are no different from dogs.But she noted that dogs are used to their owners taking them to new places,while cats are territorial,so what looks like indifference to their owners might just be overwhelming anxiety about a new, strange environment.There're terrifying cats,but there're also cats who just want to stay somewhere allday. Evans has a lovely cat,who definitely is not a psychopath.The survey,Evans hopes, is just the first step in devising a way to measure psychopathy in cats.She'd like to eventually study cats in their natural habitat-their house-so as not to rely on the word of their owners.The ultimate goal of the research is to devise a test for shelters so they can better match cats with owners.Whether it's fair to call a cat a psychopath, we naturally do it,and it affects how well new owners and their cats will get along.According to Paragraph 3,cats communicate with humans with the help of ______.

Becky Evans,a psychology graduate student at the University of Liverpool,recently devised a survey for cat owners who think their cats are psychopaths（精神病患者）.The survey asks owners to describe the allegedly psychopathic behaviors,and so far they have included bullying other pets,and waiting on the kitchen counter to jump on unsuspecting family members.There's always a comparison when we talk about cats,says Mikel Maria Delgado from the University of Califomia,And that comparison is with dogs,which humans have spent thousands more years domesticating（驯化）.“We like things that remind us of us，＂Delgado said.“We like smiling.We like dogs doing what we tell them.We like that they attend to us very quickly.”Cats,she pointed out,simply don't have the facial muscles to make the variety of expressions a dog can.So when we look at a cat staring at us with no feelings,it looks like a psychopath who cannot show emotion.But that's just its face.Cats communicate not with facial expressions but through the positions of their ears and tails.Dogs,on the other hand,have learned to imitate humans.They pull their mouths back into something resembling a smile. They hang their heads in a way that looks super guilty. Dogs that repeatedly raise their eyebrows to make cute puppy faces are more likely to be adopted out of shelters.As to pet-owner attachment,Delgado said cats are no different from dogs.But she noted that dogs are used to their owners taking them to new places,while cats are territorial,so what looks like indifference to their owners might just be overwhelming anxiety about a new, strange environment.There're terrifying cats,but there're also cats who just want to stay somewhere allday. Evans has a lovely cat,who definitely is not a psychopath.The survey,Evans hopes, is just the first step in devising a way to measure psychopathy in cats.She'd like to eventually study cats in their natural habitat-their house-so as not to rely on the word of their owners.The ultimate goal of the research is to devise a test for shelters so they can better match cats with owners.Whether it's fair to call a cat a psychopath, we naturally do it,and it affects how well new owners and their cats will get along.Which of the following is most likely to scare a cat?

Becky Evans,a psychology graduate student at the University of Liverpool,recently devised a survey for cat owners who think their cats are psychopaths（精神病患者）.The survey asks owners to describe the allegedly psychopathic behaviors,and so far they have included bullying other pets,and waiting on the kitchen counter to jump on unsuspecting family members.There's always a comparison when we talk about cats,says Mikel Maria Delgado from the University of Califomia,And that comparison is with dogs,which humans have spent thousands more years domesticating（驯化）.“We like things that remind us of us，＂Delgado said.“We like smiling.We like dogs doing what we tell them.We like that they attend to us very quickly.”Cats,she pointed out,simply don't have the facial muscles to make the variety of expressions a dog can.So when we look at a cat staring at us with no feelings,it looks like a psychopath who cannot show emotion.But that's just its face.Cats communicate not with facial expressions but through the positions of their ears and tails.Dogs,on the other hand,have learned to imitate humans.They pull their mouths back into something resembling a smile. They hang their heads in a way that looks super guilty. Dogs that repeatedly raise their eyebrows to make cute puppy faces are more likely to be adopted out of shelters.As to pet-owner attachment,Delgado said cats are no different from dogs.But she noted that dogs are used to their owners taking them to new places,while cats are territorial,so what looks like indifference to their owners might just be overwhelming anxiety about a new, strange environment.There're terrifying cats,but there're also cats who just want to stay somewhere allday. Evans has a lovely cat,who definitely is not a psychopath.The survey,Evans hopes, is just the first step in devising a way to measure psychopathy in cats.She'd like to eventually study cats in their natural habitat-their house-so as not to rely on the word of their owners.The ultimate goal of the research is to devise a test for shelters so they can better match cats with owners.Whether it's fair to call a cat a psychopath, we naturally do it,and it affects how well new owners and their cats will get along.What remains a question to Evans?

Newton resident David Porat wants to set an example for his community.Shrugging off heat waves,insect bites,and parking tickets,the 84-year-old retired electrical engineer and consultant spends his days scraping,cleaning,and repainting some of the city's many fire hydrants（消防栓）.The inspiration came on a visit to Medford,when he was struck by the difference between the hydrants there and those in Newton. "It's an old town but all the hydrants on the highway look good,painted nicely,taken care of," he said.“And you come to Newton and you don't see that.You see a lot of them are neglected."Porat reached out to the Newton Parks,Recreation,and Culture Department to obtain permission and get his materials.Then,he began the hard work of restoring each hydrant. “It's a three-step process,"he said."First scraping most of the paint by hand with scrapers and sandpaper,things like that.Then I free-paint them with a cleaner and paint." By his own estimate,he has repainted over 520 of Newton's more than 2,500 fire hydrants,many of which had not been painted or cleaned for years.Porat retired two years ago,but he said he still does occasional consulting."Some people hate work,you know,some people can dread Mondays," Porat said.“I couldn't wait for Monday.”This past winter,Porat said,he paused because paint cannot set at lower temperatures. But with warm1 weather here and a fresh supply of paint from the city government,he has started up again and plans to continue for the foreseeable（可预见的）future.Porat said something that often strikes him while painting is the different reactions he gets from passersby in different neighborhoods."Some sections when you come there and they see you doing it,they come to talk to you,"he said."They come bring me bottled water. They offer me a bench to sit on.On the oter hand if you go to a public place like Newton Centre,you're invisible."Porat said he does the work to give back to the community ad set a good example. “That's why I want to volunteer, and I want to show other people that youI can help if you care and you think about it，＂he said.“It＇s not a chore（乏味无聊的工作）for me.”In repainting the hydrants,Porat has to face ______.

Newton resident David Porat wants to set an example for his community.Shrugging off heat waves,insect bites,and parking tickets,the 84-year-old retired electrical engineer and consultant spends his days scraping,cleaning,and repainting some of the city's many fire hydrants（消防栓）.The inspiration came on a visit to Medford,when he was struck by the difference between the hydrants there and those in Newton. "It's an old town but all the hydrants on the highway look good,painted nicely,taken care of," he said.“And you come to Newton and you don't see that.You see a lot of them are neglected."Porat reached out to the Newton Parks,Recreation,and Culture Department to obtain permission and get his materials.Then,he began the hard work of restoring each hydrant. “It's a three-step process,"he said."First scraping most of the paint by hand with scrapers and sandpaper,things like that.Then I free-paint them with a cleaner and paint." By his own estimate,he has repainted over 520 of Newton's more than 2,500 fire hydrants,many of which had not been painted or cleaned for years.Porat retired two years ago,but he said he still does occasional consulting."Some people hate work,you know,some people can dread Mondays," Porat said.“I couldn't wait for Monday.”This past winter,Porat said,he paused because paint cannot set at lower temperatures. But with warm1 weather here and a fresh supply of paint from the city government,he has started up again and plans to continue for the foreseeable（可预见的）future.Porat said something that often strikes him while painting is the different reactions he gets from passersby in different neighborhoods."Some sections when you come there and they see you doing it,they come to talk to you,"he said."They come bring me bottled water. They offer me a bench to sit on.On the oter hand if you go to a public place like Newton Centre,you're invisible."Porat said he does the work to give back to the community ad set a good example. “That's why I want to volunteer, and I want to show other people that youI can help if you care and you think about it，＂he said.“It＇s not a chore（乏味无聊的工作）for me.”Before his retirement,Porat worked ______.