Scripting Employees: An Exploratory Analysis of Customer Perceptions

Cornell Hospitality Quarterly

Volumn 53, Issue 3, 2012, Pages 196-206

  Victorino, Liana ^a   Bolinger, Alexander R ^b  

^a UNIVERSITY OF VICTORIA   (Canada)

^b IDAHO STATE UNIVERSITY   (United States)

Author keywords

content analysis; emotional labor; service design; service encounter; service scripts

Indexed keywords

EID: 84864014579     PISSN: 19389655     EISSN: None     Source Type: Journal    
DOI: 10.1177/1938965512443347     Document Type: Article

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