吉林省四平市2014高考英语阅读理解巩固全程训练（7）及答案
阅读理解-----A
So you want to draw money from a bank? Do it yourself. Want to fix a broadband internet connection? Do it yours elf. 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 control and get quicker service. There is even talk of self-service doing for the service department what mass production did for factories, by enabling the delivery of services cheaply and on a massive scale. 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 a series 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 ban k 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
