Now showing items 1-1 of 1

    • Service Scripting and Authenticity: Insights for the Hospitality Industry 

      Victorino, Liana; Bolinger, Alexander; Verma, Rohit (2012-10-01)
      Customers in hotels and restaurants can quickly discern when an employee is following a service script. The customer’s reaction to that script depends in part on the nature of the service transaction, but also on how ...