AApathetic service attitude interface. Apart from the noted
complaint reasons above, apathetic service interface of public
agency is another major complaint from the citizens. The service
interface is that front-line service providers present service attitude and enthusiasm. These complaint cases include:
(i) ignoring citizens’ opinions and rights;
(ii) presenting unpleasant service attitude; and
(iii) lacking empathic service attitude. These illustrate that the public agency services do not conform citizens’ expectation and are ineffective in handling citizens’ opinions and complaints