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Articles (92)

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1-10 of 92 results for customers’ script

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Select article: Can Customers Detect Script Usage in Service Encounters?

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Research article

First published 2012-11

Can Customers Detect Script Usage in Service Encounters?

Liana Victorino, Rohit Verma, Bryan L. Bonner [...]

Journal of Service Research

Select article: Script Usage in Standardized and Customized Service Encounters: Implications for Perceived Service Quality

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Research article

First published 2013-05

Script Usage in Standardized and Customized Service Encounters: Implications for Perceived Service Quality

Liana Victorino, Rohit Verma, Don G. Wardell

Production and Operations Management

Select article: Scripted communication for service standardisation? What analysis of conversation can tell us about the fast-food service encounter

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Research article

First published 2019-2

Scripted communication for service standardisation? What analysis of conversation can tell us about the fast-food service encounter

Mei Yuit Chan, Uma Chandra-Sagaran

Discourse & Communication

Select article: How Online Fraud Victims are Targeted in China: A Crime Script Analysis of Baidu Tieba C2C Fraud

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Research article

First published 2022-12

How Online Fraud Victims are Targeted in China: A Crime Script Analysis of Baidu Tieba C2C Fraud

Claire Seungeun Lee

Crime & Delinquency

Select article: Scripting Employees

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Research article

First published 2012-8

Scripting Employees

Liana Victorino, Alexander R. Bolinger

Cornell Hospitality Quarterly

Select article: Scripts: Precursor of Consumer Expectations

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Research article

First published 1996-02

Scripts: Precursor of Consumer Expectations

Stowe Shoemaker

Cornell Hospitality Quarterly

Select article: Script Comparisons during Service Encounters in Fast-Food Chains

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Research article

First published 2011-1

Script Comparisons during Service Encounters in Fast-Food Chains

Tsuen-Ho Hsu, Chu-Yin Chiang

Tourism and Hospitality Research

Select article: “Scripts Are Beautiful”: Managers’ and Agents’ Views of Script Use in Call Centers

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Research article

First published 2021-7

“Scripts Are Beautiful”: Managers’ and Agents’ Views of Script Use in Call Centers

Johanna Woydack, Jane Lockwood

International Journal of Business Communication

Select article: On Queues with Priority Determined by Feedback

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Research article

First published 2018-5

On Queues with Priority Determined by Feedback

A. Krishnamoorthy, A. S. Manjunath

Calcutta Statistical Association Bulletin

Select article: Scripted Gamified Hotel: An Edgework Perspective of the Impact of Gamification on Hotel Selection

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Research article

First published 2026

Scripted Gamified Hotel: An Edgework Perspective of the Impact of Gamification on Hotel Selection

Yahui Yolanda Xu, IpKin Anthony Wong, Qi Lilith Lian [...]

Journal of Hospitality & Tourism Research

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