Dimensions of Job Scripting in Services Organisations

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.

Citation

Tansik, D.A. and Smith, W.L. (1991), "Dimensions of Job Scripting in Services Organisations", International Journal of Service Industry Management, Vol. 2 No. 1, pp. 35-49. https://doi.org/10.1108/09564239110000127