QUESTION 1: According to the text, what effect does the corporate obsession with absolute control have?

QUESTION 2: What is the major corporate unknown mentioned in the text?

How to measure satisfaction with simple metrics
Why customers react passionately
Why organizations try to turn the emotional experience into a rigid and calculable mechanism
Which protocols are more cost-effective

The desire to be perceived as unique individuals deserving of attentive and personalized care
A preference for standardized procedures
Consistent tolerance across all services
The widespread acceptance of inflexible manuals