Name Negative defining moment
Domain, realm, order and level
Description A negative experience in the course of a Citizen journey or a Firm journey
Actors and roles Citizens or firms, and the other party they are interacting with (for instance a government agency, a sector organisation, another firm or another person.
Triggered interaction or value impacts Erosion of trust or confidence in the other party
Token token
Other characteristics
Part of Ontogeny
Parts not applicable
Succeeding events any
Further reading Further reading

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