Melissa knows that when she goes to the dentist she must make an appointment, show up on time, bring proof of insurance, and have her teeth cleaned before any other dental services will be performed. With respect to her visit to the dentist, Melissa has learned a knowledge technique known as a:
A) service script.
B) punishment-avoidance technique.
C) competitive-distinction process.
D) maturation process.

Question

Quizplus · Accepted Answer

A service script is a sequence of actions or steps that a customer expects to follow in a service encounter, like visiting the dentist. Melissa's understanding of the steps involved in a dental visit (making an appointment, showing up on time, bringing proof of insurance, and having her teeth cleaned before any other services) is an example of a service script.

Melissa Knows That When She Goes to the Dentist She