"What typically happens is what social psychologists call the “inoculation theory.” **Inoculation is giving a small dose of a weak virus that is fought off by the body’s natural resistance, so that any chance of a “take” when exposed to a strong version of the real thing is effectively prevented**. "This happens in the psychological world of attitudes and beliefs as well. When the structure of the organization quietly repels the “virus” of service-excellence training, and all the optimism generated in the beginning dissipates, **it is almost impossible for that organization ever to be “infected” with a full-blown commitment to those ideas and attitudes in the future**. The antibody of cynicism is too pervasive" --- **Tags** -- [[quotes]], [[cynicism]], [[client-service]], [[customer-experience]], [[organisational-culture]], [[innoculation-theory]], [[epidemoiology]] **Source** -- [[20250112015442 - B - If Disney Ran Your Hospital]]