Public image refers to how a company is viewed by its customers, suppliers, and stockholders, by the financial community, by the communities 1 it operates, and by federal and local governments. Public image is controllable 2 considerable extent, just as the product, price, place, and promotional efforts are.

　　A firm's public image plays a vital role in the 3 of the firm and its products to employees, customers, and to such outsiders 4 stockholders, suppliers, creditors, government officials, as well as 5 special groups. With some things it is impossible to 6 all the diverse publics: for example, a new highly automated plant may meet the approval of creditors and stockholders, 7 it will undoubtedly find 8 from employees who see their jobs 9 .On the other hand, high quality products and service standards should bring almost complete approval, 10 low quality products and 11 claims would be widely looked down upon.

　　A firm's public image, if it is good, should be treasured and protected. It is a valuable 12 that usually is built up over a long and satisfying relationship of a firm with publics. If a firm has learned a quality image, this is not easily 13 or imitated by competitors. Such an image may enable a firm to 14 higher prices, to win the best distributors and dealers, to attract the best employees, to expect the most 15 creditor relationships and lowest borrowing costs. It should also allow the firm's stock to command higher price-earnings 16 than other firms in the same industry with such a good reputation and public image.

　　A number of factors affect the public image of a corporation. 17 include physical 18 , contacts of outsiders 19 company employees, product quality and dependability, prices 20 to competitors, customer service, the kind of advertising and the media and programs used, and the use of public relations and publicity.

　　1. A) which B) what C) where D) whom

　　2. A) in B) within C) on D) to

　　3. A) attraction B) attachment C) affection D) generalization

　　4. A) and B) with C) as D) for

　　5. A) converse B) diverse C) reverse D) universe

　　6. A) satisfy B) treat C) amuse D) entertain

　　7. A) so B) then C) thus D) but

　　8. A) support B) identification C) compliment D) resistance

　　9. A) ensured B) promoted C) threatened D) unemployed

　　10. A) because B) while C) though D) when

　　11. A) false B) fake C) artificial D) counterfeit

　　12. A) fortune B) asset C) possession D) property

　　13. A) countered B) defeated C) repelled D) compelled

　　14. A) pay B) get C) order D) charge

　　15. A) favorite B) prosperous C) favorable D) prospective

　　16. A) rate B) ratio C) ration D) interest

　　17. A) These B) They C) That D) It

　　18. A) appliances B) equipment C) devices D) facilities

　　19. A) on B) with C) in D) along

　　20. A) relative B) related C) reliable D) reconcilable

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