Scripting Employees An Exploratory Analysis of Customer Perceptions

Material TypeArticleLanguageEnglish
TitleScripting Employees An Exploratory Analysis of Customer Perceptions Author(S)Liana Victorino (Author)
Abstract  Because customers can recognize when hospitality firms are employing service scripts, an examination is in order to determine how customers perceive scripted service. This article assesses customer perceptions of scripted service encounters ...Paginationp196-206
SubjectHome economicsDescriptorsHospitality industry
Journal TitleCornell Hospitality Quarterly  
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