|
| No. | Item |
| Enterprise’s Product Defect | A1 | Poor product quality |
| A2 | Product price fraud | |
| A3 | Poor environmental sanitation | |
| A4 | Poor service facility | |
| A5 | Product introduction distortion | |
| Staff Service Error | B1 | Slow service delivery |
| B2 | Non-standard service behavior | |
| B3 | Quarrel with customer | |
| B4 | Poor service attitude | |
| B5 | Unsatisfied reasonable demand | |
| B6 | Broken promise | |
| Transaction Trust Crisis | C1 | Constant staff promotion of poor-sales product |
| C2 | Much higher product price than commodity quality | |
| C3 | Frequent problems of product quality | |
| C4 | Poor service quality | |
| C5 | Enterprise’s service promises are all deceptive. | |
| Relational/ Emotional Crisis | D1 | Deficiency of service sincerity |
| D2 | Service staff’s indifference to customer | |
| D3 | Absence of rudimentary respect | |
| D4 | Unequal treatment | |
| D5 | Poor staff attitude and disapproving staff look | |
| D6 | Service staff’s perfunctory attitude towards me | |
| Customer Relationship Crisis | E1 | Customer’s complaint |
| E2 | Customer’s claim for compensation | |
| E3 | Compensation claim via a third party | |
| E4 | Public relation crisis |