Apathetic 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 atti-
tude and enthusiasm. These complaint cases include: (i) ignorincitizens’ 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