Script usage in standardized and customized service encounters: Implications for perceived service quality

Production and Operations Management

Volumn 22, Issue 3, 2013, Pages 518-534

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

^a UNIVERSITY OF VICTORIA   (Canada)

^b 335 Statler Hall   (United States)

^c UNIVERSITY OF UTAH   (United States)

Author keywords

service design; service encounter; service quality; service script; video experiment

Indexed keywords

EID: 84877794852     PISSN: 10591478     EISSN: 19375956     Source Type: Journal    
DOI: 10.1111/j.1937-5956.2012.01382.x     Document Type: Article

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