Scripting is a common tool used by services to provide a consistent level of quality. However, there is a lack of empirical evidence that suggests that scripting results in a higher level of quality across all types of service encounters. This study uses multiple empirical methods to address the effect different scripting levels have on service quality under particular service process types.CHAPTER 1 INTRODUCTION 1.1 Background A service script is a detailed guide for front-line employees to follow during a service encounter. ... A call centera#39;s script, for example, is a more extreme case of scripting where employees at times are literally reading from a ... For example, a retail associate may be provided with rules to follow when interacting with customers such as greeting a customer anbsp;...
|Title||:||Scripting the Service Encounter: An Empirical Analysis|
|Publisher||:||ProQuest - 2008|