..., and different types of validity of the RLS were assessed. Findings The validated RLS composed of seven dimensions: contingency planning, improvisation, adaptive instructing, contingency control, emergency care, adjustment recovery and mutual growth. The scale showed desirable measurement qualities in terms...

... by examining the novel service encounter using an observation template that takes into account its process-driven nature. It is suggested that improvisation by frontline employees during the service encounter is crucial to innovation, and a standardized service does not fit every situation. © Emerald Group...