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The Sequence of Scripted Service Encounters

Sun, November 20, 3:00 to 4:30pm, JW Marriott Austin, Floor: 3rd Floor, 309

Abstract

Customers are often involved in a series of encounters that, when taken together, represent their overall service experience. Using a video experiment, we investigate the application of similar or differing script levels for a series of encounters to understand how customer perceptions of service performance are influenced.

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