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Service Scripting and Authenticity: Insights for the Hospitality Industry

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October 17, 2012

Service Scripting and Authenticity: Insights for the Hospitality Industry

By:?Liana Victorino Ph.D., Alexander Bolinger Ph.D., and?Rohit Verma Ph.D.;?Cornell School of Hotel Administration;?17 Oct 2012 Customers in hotels and restaurants can quickly discern when an employee is following a service script. The customer?s…

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Source: The International Hotel School

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