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/lp/emerald-publishing/dimensions-of-job-scripting-in-services-organisations-YFlDE4D56w
- 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 Management – Emerald Publishing
Published: Apr 1, 1991
Keywords: Job design; Service industries; Scripts; Customers