Question $17($Mandatory$)(10$ points$)$

While designing a process, we try to ensure that unpleasant experiences such as filling forms or taking shots are located towards the beginning$/$middle$,$ primarily because:

Question $17$ options:

a$)$

Pleasant experiences at the start help form lasting impressions about the process

b$)$

The customer may refuse to do$/$participate in such unpleasant tasks at the end of the process

c$)$

The customer will leave with a pleasant memory of the process $-$ end activities form lasting impressions about the process