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:

Income Statement

A financial statement that shows a company's revenues and expenses over a specific period, culminating in the net income or loss for the period.

Vertical Analysis

A financial statement analysis in which each entry for each of the three major categories of accounts (assets, liabilities, and equities) in a balance sheet is represented as a proportion of the total account.

Net Income

The total profit of a company after all expenses and taxes have been deducted from revenue.

Matching Principle

An accounting principle that dictates that expenses should be matched with the revenues they helped to generate in the same period.