Dimensions of Job Scripting in Services Organisations

Tansik, David A.; Smith, William L.

doi:10.1108/09564239110000127

Cited by 40 publications

(67 citation statements)

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“…Service scripts which specify how the service job should be undertaken Tansik and Smith, 1991), need to be formulated with the tasks of information exchange and professional relationship in mind. Additionally, skills that accommodate a customized approach may also be required.…”

Section: Discussion and Managerial Implicationsmentioning

confidence: 99%

A dual perspective of customer orientation: a modification, extension and application of the SOCO scale

Daniel

Darby

1997

International Journal of Service Industry Management

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The importance of customer orientation has been widely discussed although few studies have specifically measured this construct. Describes a study that compares the service providers’ self‐perception of customer orientation with customer perceptions of this dimension in a health care setting where both nurses and patients are surveyed. Customer orientation is measured using a modified SOCO scale adapted to a hospital context. Finds significant differences between the nurses’ and patients’ mean scores for the customer orientation scale (COS). Discusses an analysis of scale item differences together with item variation between patient groups. Suggests that two dimensions may exist within the customer orientation construct, information exchange and professional relationship. Discusses the managerial implications of these results.

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Section: Discussion and Managerial Implicationsmentioning

confidence: 99%

A dual perspective of customer orientation: a modification, extension and application of the SOCO scale

Daniel

Darby

1997

International Journal of Service Industry Management

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“…It has been applied extensively to service employees as, primarily a means of establishing standardization and decreasing mental workload (Tansik and Smith, 1991). This work is grounded in a substantial body of literature from psychology and cognitive science.…”

Section: Framework For Customer Scriptingmentioning

confidence: 99%

Human issues in service design

Cook

Bowen

Chase

et al. 2002

J of Ops Management

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206

166

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A heightened awareness of the fundamental behavioral science principles underlying human interactions can be translated directly into service design. Service encounter design can be approached with the same depth and rigor found in goods production. Service encounters can be designed to enhance the customer's experience during the process and their recollection of the process after it is completed. This paper summarizes the key concepts from a panel discussion at the DSI National Meeting in Orlando in November 2000. The panel brought together a number of leading academic researchers to investigate current research questions relating to the human side of the design, development and deployment of new service technologies. Human issues from the customer and service provider vantage are illustrated and challenges to researchers for exploring this perspective are presented.

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“…Such categories are sometimes referred to as "scripts" in the service literature (Tansik and Smith, 1991). The lack of suggestive selling content in such specific categories is mirrored in service research aiming to identify satisfactioncreating factors in service encounters.…”

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confidence: 99%

Positive social behaviors and suggestive selling in the same service encounter

Söderlund

2013

Managing Service Quality: An International Journal

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Positive social behaviors and suggestive selling in the same service encounter Magnus Söderlund Article information:To cite this document: Magnus Söderlund, (2013),"Positive social behaviors and suggestive selling in the same service encounter", If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. AbstractPurpose -This study aims to examine customers' reactions in service encounters in which the customer contact person (CCP) initially engages in positive social behaviors and then turns to suggestive selling. Design/methodology/approach -An experimental between-subjects design was employed. The participants interacted in a service encounter with a CCP who engaged in positive social behaviors. At the end of the service encounter, participants were exposed to: no suggestive selling; congruent suggestive selling; or incongruent suggestive selling. Findings -Customers' intentions to buy additional products were lower in the two suggestive selling conditions than in the condition without suggestive selling. This outcome should be viewed in light of the contrast effect that occurs when the CCP's role comprises both rapport-building activities and sales activities: suggestive selling near the end of a service encounter may "break the spell" of initial positive social behaviors. However, in terms of the customer's attitude toward the CCP, it was mainly the incongruent suggestive sales attempt that had a negative effect, presumably because congruent suggestive selling contrasts less with positive social behaviors than incongruent suggestive selling. Originality/value -Researchers have acknowledged that many CCPs who are instructed to engage in positive social behaviors in service encounters are under increasing pressure to also actively engage in sales efforts. However, few studies have examined the reactions of customers exposed to both activities within the same service encounter.

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Dimensions of Job Scripting in Services Organisations

Cited by 40 publications

References 0 publications

A dual perspective of customer orientation: a modification, extension and application of the SOCO scale

A dual perspective of customer orientation: a modification, extension and application of the SOCO scale

Human issues in service design

Positive social behaviors and suggestive selling in the same service encounter

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