Second, on service failure, how the customer forms the decision of changing.

二是在服务失误的情况下，顾客如何形成转换决策。

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Filling out forms (e.g., create customer account).

填写表单(例如，创建客户账户)。

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In addition, the customer might have specific formats or forms you must use.

此外，顾客可能有特定的表单或格式。

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In addition, the customer might have specific formats or forms you must use.

此外，顾客可能有特定的表单或格式。

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