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.

問題：誰應該為糟糕的服務負責？ 解析： 未經適當培訓的員工可能不知道如何提供良好的服務。 管理層若未設定明確的服務標準可能導致執行層次不一。 如果系統或流程設計不合理，也可能導致服務出現問題。