Passage 2
Student expeditions do a great deal of good work on the Arctic islands but from time to time cause trouble in the huts, probably because students are not familiar with the __11__ of the little wooden huts dotted all over the islands of the Spizbergen group.
Each hut __12__ has an inner and an outer door, shutters over the windows, a store of wood __13__ up outside, dry chopped wood inside, utensils and cutlery, and above all, a small store of food. All these things must be completely in __14__ whenever the hut is left.
It makes no __15__ if it is only the middle of July. That__ 16__ hut may not be visited again before the winter. A door left open can lead either to snow filling up the hut to the ceiling, or __17__ still, wind blowing the roof off. Unfastened shutters leave the windows an easy prey for polar bears __18 __for food and the result is again snow in the hut. The ready-chopped wood is also very important.
A traveler visiting the hut in the middle of the dark time and perhaps in bad weather, his feet, hands and face bitten by the frost, will have his difficulties doubled if the wood he left has been used up by others and he had nothing with which to __19 __a fire.
Ten or more years ago there were enough hunters to look after most of the huts, but now many buildings have become useless because there is no one to repair them and because of __20__。
A. worse B. peculiar C. laid D. light
E. generally F. order G. particular H. conventions
I. carelessness J. difference K. built L. fashions
M. searching N. ordinarily O. result
Passage 3
I have had just about enough of being treated like a second-class citizen, simply because I happen to be that put-upon member of society—a customer. The more I go into shops and hotels, banks and post offices, railway stations, airports and the like, the more I'm convinced that things are being run solely to suit the firm, the system, or the union. There seems to be a harmful new motto (格言) for so-called "service" organizations—Staff Before Service.
How often, for example, have you queued for what seems like hours at the Post Office or the supermarket because there weren't enough staff on duty to man all the service grilles (柵門) of checkout counters? Surely in these days of high unemployment it must be possible to recruit cashiers and counter staff. Yet supermarkets, hinting darkly at higher prices, claim that enshrouding all their cash registers at any one time would increase overheads. And the Post Office says we cannot expect all their service grilles to be occupied "at times when demand is low. "
It's the same with hotels. Because waiters and kitchen staff must finish when it suits them, dining rooms close earlier or menu choice is curtailed. As for us guests, we just have to put up with it. There's also the nonsense of so many so friendly hotel night porters having been dismissed in the interests of "efficiency" (i. e. profits) and replaced by coin guzzling machines. Not to mention the coldness of the tea-making kit in your room: a kettle with an assortment of teabags, plastic milk cartons and lump sugar. Who wants to wake up to a raw teabag? I don't, especially when I am paying for "service".
21. The writer feels that nowadays a customer is_______.
A. one who is well served B. unworthy of proper consideration
C. classified by society as inferior D. the victim of modern service
22. In the writer's opinion, the quality of service is changing because_______.
A. the customer's demands have changed
B. the organizations receive more consideration than the customers
C. the customers' needs have increased
D. the staff are less considerate than their employers
23. According to the writer, long queues at counters are caused by ____.
A. difficulties in recruiting staff B. inadequate staffing arrangements
C. staff being made lazy D. lack of co-operation between the staff
24. Service organizations claim that keeping the checkout counters manned would result in
A. a rise in the price for providing services
B. demands by cashiers for more money
C. insignificant benefits for the customers
D. the need to purchase expensive equipment
25. The disappearance of old-style hotel porters can be attributed to the fact that______.
A. few people are willing to do this type of work
B. machines are more reliable than human beings
C. the personal touch is less appreciated nowadays
D. automation has provided cheaper alternatives
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