Scripted communication for service standardisation? what analysis of conversation can tell us about the fast-food service encounter
In highly routinised service encounter interactions, communication is often guided by service scripts that are the material embodiment of institutional expectations of how the service interaction is to be conducted. However, counter to common belief that scripted communication is well-controlled and...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Sage Publications
2019
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| Online Access: | http://psasir.upm.edu.my/id/eprint/82072/1/Scripted%20communication%20for%20service%20standardisation.pdf |