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  1. Surveys
  2. 2014
  3. December
  4. D
  5. Dissatisfaction
0%
Exit Survey
 
 
Age
 
25-30
 
31-35
 
36-40
 
41-45
 
46-50
 
51-55

 
 
 
Sex
 
Male
 
Female

 
 
 
Ethnicity
 
Malay
 
Chinese

 
 
 
Use of English in workplace
 
Frequent (5-6days/week)
 
Sometimes (3-4days/week)
 
Rarely (1-2days/week)
 
Never

 
 
How would you complaint your dissatisfaction to the management?
Strongly Disagree Disagree Undecided Agree Strongly Agree
You do not complain if you appear to be less powerful than the management
You prefer to complain to the staff with a higher position/status because they have more authority
You would feel more satisfied if a formal apology were extended from a member of the staff with a higher position/status
 
 
Please rate to which corresponds most closely to your desired response:
Strongly Disagree Disagree Undecided Agree Strongly Agree
You are more likely to attribute blame to administration for a failure in service rather than to yourself
You inform your friends or relatives about your bad experiences in consuming the products or services
You do not complain to the consumer council, as you find it disturbing to voice complaints
 
 
 
Strongly Disagree Disagree Undecided Agree Strongly Agree
You feel more satisfied if an offer of compensation for a failure in service is guaranteed
You do not complain for fear of losing face
You do not complain if you do not know how and where to complain or to whom you should complain
 
 
 
There are 5 complaining situations in this paper. Please look at responses in all situations and choose your desired answers for each situations.

1) One of your American friends shares the office with you. Before he/she arrives every morning, you clean the office and you go back early. When you come back to work every morning, you see that your friend has left a big mess in the office.
 
"How about you take out the trash today and I'll take my turn tomorrow?"
 
"I rather think you shouldn't keep up with this attitude"
 
"Could you please clean the room before you leave?"
 
"I guess this is your house?"
 
 
 
2) You have worked for your boss since last year. You think you get along well. Every year, your boss writes a review of your job performance. This year, you find out that your boss is giving you a bad review. You think the review is not fair. How would you tell your boss?
 
"I'm pretty sure I did a good job in some of my job task"
 
"You couldn't possibly give me a better review, could you?"
 
"May I know the where did I lack in my job performance?"
 
"Yeah, it's okay I didn't work to impress anyone!"
 
 
 
3) Yesterday you placed an order at the photocopy shop for 10 bound copies of your report. Today you must deliver all 10 copies to your evaluation committee by 12:00 noon. When you go to the photocopy shop at 11:00 A.M to pick up your booklets, the clerk seems confused and unaware of you request.
 
"Since I got an extension, you'll finish my order by tonight, I hope"
 
"I don't imagine there'd be any chance of you finishing my order"
 
"I want my copies of report by tonight"
 
"It's okay all my bosses are definitely okay with it!"
 
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