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David A. Tansik & William L. Smith

In: New Service Development: Creating Memorable Experiences

Chapter 11: Scripting the Service Encounter

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Scripting the Service Encounter
Scripting the service encounter
David A.Tansik, William L.Smith

Many writers have urged service managers to design and manage for efficiency. Levitt (1976) was among the first to argue that service systems should be run more like efficient factories. He believes that service systems have disruptions within them caused by people (i.e., workers and customers) and that factory machinery is more predictable than are people. “Whenever people are involved,” he argues, “[a key management issue is] about how to ‘control’ their personal behavior and channel their choices” (p. 609). Discretion in decisions concerning the production and delivery of an organization's output, Levitt adds, “is the enemy of order, standardization, and quality” (p. 606). He also claims that workers in service systems can have too ...

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