Apply Service Scripts Judiciously, Cornell Hotel Management Research Study Advises

 02.12.2008 00:33   hsyndicate.com

Ithaca, NY | Not all hospitality employees should be required to stick to their service script, according to a new study fromCornell's Center for Hospitality Research.Scripts, which are frequently used to ensure service standards in hospitality settings, are best applied to routine transactions, according to the new hotel management research study, "Service Scripting: A Customer's Perspective of Quality and Performance." On the other hand, scripts are best used primarily as guidelines for service interactions that require customized service. The new hospitality management research on service scripts -- written by Liana Victorino, Rohit Verma, and Don Wardell -- is available at no charge from the Center for Hospitality Research, http://www.hotelschool.cornell.edu/research/chr/pubs/reports/2008.html.

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