Frontline Employee Improvisation in Service Delivery: Scale Development and Validation
碩士 === 國立清華大學 === 服務科學研究所 === 101 === Scripts are traditionally used by many service firms. Service scripts create procedures, which help employees to know what to do in specific situations. Whereas at the same time, scripts may limit the employees’ actions to interact with customers and hinder...
| Main Authors: | , |
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| Other Authors: | |
| Format: | Others |
| Language: | en_US |
| Published: |
2013
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| Online Access: | http://ndltd.ncl.edu.tw/handle/63593978149591588890 |