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Test Dissecting the negative experience

QUESTION 1: What is an example of poor service described in the text?

QUESTION 2: What emotional reaction is mentioned as a result of negligence?

QUESTION 3: How does a person feel when they are ignored?

QUESTION 4: What is suggested to be set aside when evaluating the quality of service?

QUESTION 5: What action leaves an indelible mark of poor service?

QUESTION 6: What feelings arise after poor service?

QUESTION 7: What attitude does the receptionist display in the example?

QUESTION 8: What approach does the text call for in evaluating the quality of treatment?

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