Which of the Following Is a Disadvantage of Highly Scripted

question 14

Multiple Choice

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.

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Definitions:

Recall

The ability to retrieve and remember information or experiences from the past.

Physical Surroundings

The external setting or environment in which a person operates or lives.

Encoding Specificity Principle

The idea that memory is most effective when information that was present at the time of encoding is also present at the time of retrieval.

Cues

Signals or stimuli that trigger a specific response or action, often used in learning and behavioral contexts.