Multiple Choice
Which of the following is a disadvantage of highly scripted roles?
A) They ensure uniform quality.
B) They can lead to creative solutions in unfamiliar situations.
C) They can lead to mindless service performance, rather than attention to customer needs.
D) They can be attractive to employees who prefer the freedom of an ad lib approach.
E) They make it impossible to achieve role congruence during service encounters.
Correct Answer:
Verified
Correct Answer:
Verified
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