1. Why does the student go to see the professor?
a. To find out all the requirements for a project
b. To discuss a service gap at a restaurant
c. To get help understanding concepts relevant to his project
d. To get help with designing a business plan
破题关键词汇：see the professor
(从第47秒开始，原文重现：So here’s my question, I read something about service standard that kind confused me, what’s the difference between service design and service standard?)
2. Why does the professor mention a student in another class?
a. To describe an interesting topic for a project
b. To explain the cause of her initial confusion
c. To point out that she has not received e-mails from all her students yet
d. To indicate that she has several students doing projects about restaurants
破题关键词汇：in another class
(从第26秒开始，原文重现：Wait, I thought you were gonna come up with hypothetical business plan for an amusement park, isn’t that what you emailed me last week?)
3. Why does the professor talk about the cafeteria on campus?
a. To give an example of an effective service design
b. To illustrate how service standards can inform service design
c. To help the man understand a service problem
d. To illustrate the concept of a service gap
(从第1分08秒开始，原文重现：Service design, is, think of the cafeteria here on campus, there are several food counters right, all with big clear signs, to help you find what you’re looking for, soups, salads, desserts, so you know exactly where to go to get what you need. )
4. What do the speakers imply about the bakery the student went to recently? Click on 2 answers.
a. The apple pie he bought there was not as good as it usually is.
b. The bakery's service design was inefficient.
c. The bakery needs additional employees to fix a service gap.
d. The bakery did not meet a service standard.
(从第2分04秒开始，原文重现：And that’s what’s called the service gap, maybe there wasn’t enough training for the employees, or maybe they just run out of pie that day, but there’s something wrong about the process, and the service standard wasn’t being met.)
学生想买苹果派，也有一个小的标签，上面写着苹果派，但是却没有剩余了。于是教授说，这就是service gap. 所以B选项正确。后面又继续说，也许是因为对员工缺少足够的训练，或许也正好就是那天的派都卖完了，但是整个流程却是有问题的，可能是服务标准没有达标，所以D选项正确。
5. What does the professor say the student should do for his project?
a. Compare an on-campus service model with an off-campus one
b. Interview the service manager and employees at the cafeteria
c. Recommend service improvements at the cafeteria and the bookstore
d. Analyze the service design of a nearby restaurant
破题关键词汇：should do, his project
(从第2分28秒开始，原文重现：Well, campus businesses like the cafeteria or bookstore, don’t quite follow the kinds of service models we are studying in class, you should go to some other local establishment I’d say .)