... they simultaneously carry out operational functions. Both the customer and the provider bring certain expectations to the service encounter. These expectations then shape the perceptions of the service encounter. The research reported uses script methodology to compare the expectations between boundary‐spanning...

...David A. Tansik; William L. Smith The role of scripts as a job design tool, and the functional and dysfunctional impacts of mindlessness that can result from the habitual and repetitive performance of scripts is examined from a service perspective. Five dimensions of scripts are then proposed...