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Dimensions of Job Scripting in Services Organisations

Dimensions of Job Scripting in Services Organisations The role of scripts as a job design tool, and the functional and dysfunctional impacts of mindlessness that can result from the habitual and repetitive performance of scripts is examined from a service perspective. Five dimensions of scripts are then proposed: script complexity – the degree to which scripts require cognition during their performance; script intensity – the degree to which the script permits variation and adlibbing in its performance; number of scripts – an absolute measure of the number of scripts that must be learned to perform the job; percentage of time in script – the percentage of work time spent in scripted behaviour; and percentage of scripted duties – the percentage of a worker′s job duties or tasks that are scripted. These dimensions are then examined in the context of the degree of customer‐induced uncertainty experienced by service organisations. Finally, a model is proposed that relates the five script dimensions to high, medium, and low levels of customer‐induced uncertainty. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

Dimensions of Job Scripting in Services Organisations

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Publisher
Emerald Publishing
Copyright
Copyright © 1991 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564239110000127
Publisher site
See Article on Publisher Site

Abstract

The role of scripts as a job design tool, and the functional and dysfunctional impacts of mindlessness that can result from the habitual and repetitive performance of scripts is examined from a service perspective. Five dimensions of scripts are then proposed: script complexity – the degree to which scripts require cognition during their performance; script intensity – the degree to which the script permits variation and adlibbing in its performance; number of scripts – an absolute measure of the number of scripts that must be learned to perform the job; percentage of time in script – the percentage of work time spent in scripted behaviour; and percentage of scripted duties – the percentage of a worker′s job duties or tasks that are scripted. These dimensions are then examined in the context of the degree of customer‐induced uncertainty experienced by service organisations. Finally, a model is proposed that relates the five script dimensions to high, medium, and low levels of customer‐induced uncertainty.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: Apr 1, 1991

Keywords: Job design; Service industries; Scripts; Customers

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