The script theory argues that ________. a. behaviors by customers ...

[DelorasTo]

The script theory argues that ________.
 a. behaviors by customers are consistent with their expected roles
 b. experiences are capable of being modified through training
 c. rules exist to facilitate interaction in daily repetitive events
 d. both employees and customers perform different roles

Question 2

Unplanned change tends to be oriented more toward the ______ and is ______.
 a. Present; reactive
  b. Future; proactive
  c. Past; proactive
  d. Future; reactive
  e. Past; reactive

[reelove4eva]

Answer to Question 1

c

Answer to Question 2

e

[DelorasTo]

Excellent

[yeungji]

Gracias!