【正文】 certain groups of people performances do not improve their fans primary concern is their own financial interests are not clear about the principles they should follow and Martin Luther King are typical examples of outstanding leaders who __ good at demonstrating their charming move the masses with their forceful speeches capable of meeting all challenges and provide san answer to the problems of their people author concludes that historical changes would delayed without leaders with inspiring personal qualities happen without heroes making the necessary sacrifices place if there were heroes to lead the leaders with attractive personalitiesPassage TwoQuestion 16 to 20 are based on the following to a survey, which was based on the responses of over 188,000 students, today?s traditionalage college freshmen are “more materialistic and less altruistic” that at any time in the 17 years of the surprising in these hard times, the student?s major objective “is to be financially well important than ever is developing a meaningful philosophy of life.” It follows then that today the most popular course is not literature or history but in teaching, social service and the “altruistic” fields is at a the other hand, enrollment in business programs, engineering and puter science is way ?s no surprise friend of mine(a sales representative for a chemical pany)was making twice the salary of her college instructors her first year on the jobeven before she pleted her twoyear associate it?s true that we all need a career, it is equally true that our civilization has accumulated an incredible amount of knowledge in fields far removed from our own and that we are better for our understanding of these other contributionsbe they scientific or is equally true that, in studying the diverse wisdom of others, we learn how to important, perhaps, education teaches us to see the connections between things, as well as to see beyond our immediate we read of unions who went on strike for higher wages, only to drive their employer out of pany。this summer alone, one in 10 citizens will go to higher standards of service elsewhere, Israelis are returning home expecting the firms have also begun arriving in large such as KFC, McDonald?s and Pizza Hut are setting a new standard of customer service, using strict employee training and constant monitoring to ensure the friendliness of frontline the American habit of telling departing customers to “Have a nice day” has caught on all over Israel.“Nobody wakes up in the morning and says, ?Let?s be nicer,?” says Itsik Cohen, directior of a consulting firm.“Nobody happens without petition.”Privatization, or the threat of it, is a motivation as (壟斷者)that until recently have been free to take their customers for granted now fear what Michael Perry, a marketing professor, calls “the revengeful(報復的)consumer.” When the government opened up petition with Bezaq, the phone pany, its international branch lost 40% of its market share, evern wile offering petitive Perry, “People wanted revenge for all the years of bad service.” The electric pany, whose monopoly may be shortlived, has suddenly stopped requiring users to wait half a day for a , appointments are scheduled to the graceless E 1 A 1 Airlines, which is already at auction(拍賣), has retrained its employees to emphasize service and is boasting about the results in an ad campaign with the slogan, “You can feel the change in the air.” For the first time, praise outnumbers plaints on customer survey may be inferred from the passage that service in Israel is now Israeli customers are hard to please tourist industry has brought chain stores to Israel customers prefer foreign products to domestic ones the author?s view, higher service standards are impossible in Israel customer plaints go unnoticed by the management foreign panies are introduced in greater there?s no petition among strict routine training of employees someone in Israel today needs a repairman in case of a power failure, can have it fixed in no time?s no longer necessary to make an appointment takes only half a day to only have to wait half an hour at example of E1 A1 Airlines shows that customers are a threat to the monopoly of ad campaign is a way out for enterprises in financial good slogan has great potential for improving retraining is essential for better service did Bezaq?s international branch lose 40% of its market share? the rates it offered were not petitive customers were dissatisfied with its past the service offered by its petitors was far it no longer received any support from the and structure(15) crimes may be so plex that months or years go by before anyone have discovered __in a big city, Peter always prefers to paint the primitive scenes of country careless man received a ticket for __have driven so ????t people feel hopeless, they don?t bother to __the skills they need to I __harder at school, I would be sitting in a fortable office to shop assistant was dismissed as she was __ of cheating her energies are __ upon her children and she seems to have little time for anything crossing the mountain area, all the men carried guns lest they __ by wild be been be be attacked should be __to a decent standard of living and an opportunity to be wife is constantly finding __with him ,which makes him very are plex __that the body requires in very small from caring for her children, she has to take on such heavy __housework as carrying water and was reading a piece of science of science fiction, pletely __to the outside be police are trying to find out the __of the woman killed in the traffic human beings have a fortable zone regulating the __they keep from someone they talk (20) nations surrender their cultural uniqueness to the next wave of technological and socialchange?