For thousands of Canadians, bad service is neither make-believe nor amusing. It is an aggravating and worsening real-life phenomenon that encompasses behaviour ranging from indifference and rudeness to naked hostility and even physical violence. Across the country, better business bureaus report a lengthening litany of complaints about contractors, car dealers, repair shops, moving companies, airlines and department stores. There is almost an adversarial feeling between businesses and consumers.
Experts say there are several explanations for ill feeling in the marketplace. One is that customer service was an early and inevitable casualty when retailers responded to brutal competition by replacing employees with technology such as 1-800 numbers and voice mail. Another factor is that business generally has begun placing more emphasis on getting customers than on keeping them. Still another is that strident, frustrated and impatient shoppers vex shop owners and make them even less hospitable—especially at busier times of the year like Christmas. On both sides, simple courtesy has gone by the board. And for a multitude of consumers, service went with it.
The Better Business Bureau at Vancouver gets 250 complaints a week, twice as many as five years ago. The bureau then had one complaints counsellor and now has four. People complain about being insulted, having their intelligence and integrity questioned, and being threatened. One will hear about people being hauled almost bodily out the door by somebody saying things like "I don’t have to serve you!" or "this is private property, get out and don’t come back!" What can customers do If the bureau’s arbitration process fails to settle a dispute, a customer’s only recourse is to sue in small claims court. But because of the costs and time it takes, relatively few ever do.
There is a lot of support for the notion that service has, in part, fallen victim to generational change. Many young people regard retailing "as just a dead-end job that you’re just going to do temporarily on your way to a real job". Young clerks often lack both knowledge and civility. Employers are having to train young people in simple manners because that is not being done at home. Salespeople today, especially the younger ones, have grown up in a television-computer society where they’ve interacted largely with machines. One of the biggest complaints from businesses about graduates is the lack of interpersonal skills.
What customers really want is access. They want to get through when they call, they don’t want busy signals, they don’t want interactive systems telling them to push one for this and two for that— they don’t want voice mail. And if customers do not get what they want, they defect. Some people go back to local small businesses: the Asian greengrocer, a Greek baker and a Greek fishmonger. They don’t wear name tags, but one gets to know them, all by name.
At a business place of bad service, the worst one can get is ______.

A:indifference and rudeness B:naked hostility and physical violence C:having intelligence and integrity questioned D:being insulted and threatened

Text4 Two years ago, Rupert Murdoch’s daughter, Elisabeth, spoke of the “unsettling dearth of integrity across so many of our institutions”. Integrity had collapsed, she argued, because of a collective acceptance that the only “sorting mechanism” in society should be profit and the market. But “it’s us, human beings, we the people who create the society we want, not profit”. Driving her point home, she continued: “It’s increasingly apparent that the absence of purpose, of a moral language within government, media or business could become one of the most dangerous goals for capitalism and freedom.” This same absence of moral purpose was wounding companies such as News International, she thought, making it more likely that it would lose its way as it had with widespread illegal telephone hacking. As the hacking trial concludes—finding guilty one ex-editor of the News of the World, Andy Coulson, for conspiring to hack phones, and finding his predecessor, Rebekah Brooks, innocent of the same charge—the wider issue of dearth of integrity still stands. Journalists are known to have hacked the phones of up to 5,500 people. This is hacking on an industrial scale, as was acknowledged by Glenn Mulcaire, the man hired by the News of the World in 2001 to be the point person for phone hacking. Others await trial. This saga still unfolds. In many respects, the dearth of moral purpose frames not only the fact of such widespread phone hacking but the terms on which the trial took place. One of the astonishing revelations was how little Rebekah Brooks knew of what went on in her newsroom, how little she thought to ask and the fact that she never inquired how the stories arrived. The core of her successful defence was that she knew nothing. In today’s world, it has become normal that well-paid executives should not be accountable for what happens in the organisations that they run. Perhaps we should not be so surprised. For a generation, the collective doctrine has been that the sorting mechanism of society should be profit. The words that have mattered are efficiency, flexibility, shareholder value, business-friendly, wealth generation, sales, impact and, in newspapers, circulation. Words degraded to the margin have been justice, fairness, tolerance, proportionality and accountability. The purpose of editing the News of the World was not to promote reader understanding, to be fair in what was written or to betray any common humanity. It was to ruin lives in the quest for circulation and impact. Ms Brooks may or may not have had suspicions about how her journalists got their stories, but she asked no questions, gave no instructions—nor received traceable, recorded answers.

A:the consequences of the current sorting mechanism. B:companies’ financial loss due to immoral practices C:governmental ineffectiveness on moral issues. D:the wide misuse of integrity among institutions.

(71) is used to ensure the confidentiality, integrity and authenticity of the two end points in the private network. (72) , an application-layer protocol, authenticates each peer in an IPSec transaction.IKE negotiates security policy, determining which algorithm may be used to set up the tunnel. It alsohandles the exchange of session keys used for that one transaction.
Networks that use (73) to secure data traffic can automatically authenticate devices by using (74) , which verify the identities of the two users who are sending information back and forth. IPSeccan be ideal way to secure data in large networks that require secure connections among many devices.
Users deploying IPSec can (75) their network infrastructure without affecting the applications on individual computer. The protocol suite is available as a software-only upgrade to the networkinfrastructure. This alows security to be implemented without costly changes to each computer. Mostimportant, IPSec allows interoperability among different network devices, PCs and other computingsystems.

A:authenticity B:IPSec C:confidentialily D:integrity

(66) is used to ensure the confidentiality, integrity and authenticity of the two end points in the private network. (67) , an application-layer protocol, authenticates each peer in an IPsec transaction. IKE negotiates security policy, determining which algorithm may be used to set up the tunnel. It also handles the exchange of session keys used for that one transaction.
Networks that use (68) to secure data traffic can automatically authenticate devices by using (69) , which verify the identities of the two users who are sending information back and forth. IPsec can be ideal way to secure data in large networks that require secure connections among many devices.
Users deploying IPsec can (70) their network infrastructure without affecting the applications on individual computer. The protocol suite is available as a software-only upgrade to the network infrastructure. This alows security to be implemented without costly changes to each computer. Most important, IPsec allows interoperability among different network devices, PCs and other computing systems.

A:authenticity B:IPSec C:confidentiality D:integrity

(1) is used to ensure the confidentiality, integrity and authenticity of the two end points in the private network. (2) , an application-layer protocol, authenticates each peer in an IPsec transaction. IKE negotiates security policy, determining which algorithm may be used to set up the tunnel. It also handles the exchange of session keys used for that one transaction.
Networks that use (3) to secure data traffic can automatically authenticate devices by using (4) , which verify the identities of the two users who are sending information back and forth. IPsec can be ideal way to secure data in large networks that require secure connections among many devices.
Users deploying IPsec can (5) their network infrastructure without affecting the applications on individual computer. The protocol suite is available as a software-only upgrade to the network infrastructure. This alows security to be implemented without costly changes to each computer. Most important, IPsec allows interoperability among different network devices, PCs and other computing systems.

A:authenticity B:IPSec C:confidentiality D:integrity

(1) is used to ensure the confidentiality,integrity and authenticity of the two end points in the private network． (2) ，an application—layer protocol，authenticates each peer in an IPSec transaction．IKE negotiates security policy，determining which algorithm may be used to set up the tunnel．it alsohandles the exchange of session keys used for that one transaction．
Networks that use (3) to secure data traffic can automatically authenticate devices by using (4) ，which verify the identities of the two users who are sending information back and forth．IPSeccan be ideal way to secure data in large networks that require secure connections among many devices．
Users deploying IPSec can (5) their network infrastructure without affecting the applications on individual computer．The protocol suite is available as a software-only upgrade to the networkinfrastructure．This alows security to be implemented without costly changes to each computer．Mostimportant，IPSec allows interoperability among different network devices，PCs and other computingsystems．

A:authenticity B:IPSec C:confidentiality D:integrity

(71) 　is used to ensure the confidentiality, integrity and authenticity of the two end points in the private network. (72) , an application-layer protocol, authenticates each peer in an IPsec transaction. IKE negotiates security policy, determining which algorithm may be used to set up the tunnel. It also handles the exchange of session keys used for that one transaction.
Networks that use (73) to secure data traffic can automatically authenticate devices by using (74) , which verify the identities of the two users who are sending information back and forth. IPsec can be ideal way to secure data in large networks that require (75) connections among many devices.

A:authenticity B:IPSec C:confidentiality D:integrity

___39___ is used to ensure the confidentiality, integrity and authenticity of the two end points in the private network. ___40___, an application-layer protocol, authenticates each peer in an IPSec transaction. IKE negotiates security policy, determining which algorithm may be used to set up the tunnel. It also handles the exchange of session keys used for that one transaction.
Networks that use ___41___ to secure data traffic can automatically authenticate devices by using by using ___42___, which verify the identities of the two users who are sending information back and forth. IPSec can be ideal way to secure data in large networks that require secure connections among many devices.
Users deploying IPSec can ___43___ their network infrastructure without affecting the applications on individual computer. The protocol suite is available as a software-only upgrade to the network infrastructure. This alows security to be implemented without costly changes to each computer. Most important, IPSec allows interoperability among different network devices, PCs and other computing systems.

A:authenticity B:IPSec C:confidentiality D:integrity

___57___ is used to ensure the confidentiality, integrity and authenticity of the two end points in the private network. ___58___, an application-layer protocol, authenticates each peer in an IPSec transaction. IKE negotiates security policy, determining which algorithm may be used to set up the tunnel. It also handles the exchange of session keys used for that one transaction.
Networks that use ___59___ to secure data traffic can automatically authenticate devices by using by using ___60___, which verify the identities of the two users who are sending information back and forth. IPSec can be ideal way to secure data in large networks that require secure connections among many devices.
Users deploying IPSec can ___61___ their network infrastructure without affecting the applications on individual computer. The protocol suite is available as a software-only upgrade to the network infrastructure. This alows security to be implemented without costly changes to each computer. Most important, IPSec allows interoperability among different network devices, PCs and other computing systems.

A:authenticity B:IPSec C:confidentiality D:integrity