Can Customers Detect Script Usage in Service Encounters?
نویسندگان
چکیده
منابع مشابه
Can Customers Detect Script Usage in Service Encounters? An Experimental Video Analysis
Service scripts are predetermined guides for employees to follow when delivering service to customers. Some services require employees to strictly follow a script, whereas others use scripts more flexibly, if at all. Extant research regarding service scripts in the domain of service operations has mainly addressed the topic from more of a process view as a control mechanism for the encounter bu...
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ژورنال
عنوان ژورنال: Journal of Service Research
سال: 2012
ISSN: 1094-6705,1552-7379
DOI: 10.1177/1094670512446062