Can Customers Detect Script Usage in Service Encounters?: An Experimental Video Analysis

Journal of Service Research

Volumn 15, Issue 4, 2012, Pages 390-400

  Victorino, Liana ^a   Verma, Rohit ^b   Bonner, Bryan L ^c   Wardell, Don G ^c  

^a UNIVERSITY OF VICTORIA   (Canada)

^b 335 Statler Hall   (United States)

^c UNIVERSITY OF UTAH   (United States)

Author keywords

empirical research; service design; service encounter; service scripts; video experiment

Indexed keywords

EID: 84868156265     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670512446062     Document Type: Article

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