請依下文回答第 16 題至第 20 題 It’s snowing, icy, and cold when you realize your gas tank in your car is empty. You stop at the gas stationand face the elements while you watch the numbers on the pump slowly climb. It feels like 16 your tankis taking forever. In the meantime, you’re freezing and irritated. If you are old enough, you may be thinkingback to and__ 17__ the days of full-service gas stations and attendants who would pump the gas for you,leaving you toasty warm in the car. Unfortunately, gas stations are just one industry that has abandoned full-service offerings to theircustomers. The term “full service” can __18__ from company to company, but in general, full servicebusiness provides for all of the reasonable needs and wants of a customer within their particular industry. Itmeans going beyond the basic expectations of providing a single service and offering greater options for yourcustomers. As a business owner or manager, understanding what services your customers__ 19__ is critical.However, taking that level of service further and providing greater care for your customers will help buildcustomer loyalty, strengthen your brand, and increase __20__ . When determining what services to offer, youmust look at the added cost and figure out how those costs will be covered.
【題組】16
(A) swelling
(B) filling
(C) felling
(D) spilling