Author Question: The script theory argues that ________. a. behaviors by customers are consistent with their expected ... (Read 37 times)

DelorasTo · **on:** Jun 28, 2018

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