Issue: Who should be responsible for poor service? Analysis: Employees without proper training may not know how to provide good service. If the management does not establish clear service standards, it may lead to inconsistent execution. If the system or process design is not reasonable, it may also lead to service problems.

问题：谁应该为糟糕的服务负责？ 解析： 未经适当培训的员工可能不知道如何提供良好的服务。 管理层若未设定明确的服务标准可能导致执行层次不一。 如果系统或流程设计不合理，也可能导致服务出现问题。