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.

Question

Quizplus · Accepted Answer

Highly scripted roles can cause employees to rely too heavily on the script, instead of actively listening to and meeting the needs of the customer, leading to a mindless or robotic service performance.

Which of the Following Is a Disadvantage of Highly Scripted