When Louise arrived at the Wyndham Garden Hotel for the 2005 Atlantic Marketing Association Annual Conference, she briefly waited in line at the front desk for the next available clerk. When she got to the front desk, she confirmed her reservation with the front desk clerk, completed a guest registration form and gave the clerk her MasterCard so that he could make an imprint of her card for billing purposes. When she received her room key from the clerk, she was directed to the elevators and went to her room on the 10th floor via the elevator. In terms of the drama metaphor, Louise experienced a service:
A) Decision tree
B) Strategy
C) Plan
D) Blueprint
E) Script

Question

Quizplus · Accepted Answer

Louise's experience at the hotel involved following a predetermined "script" or set of instructions that outlined the steps she needed to take to check-in and access her room. This is consistent with the drama metaphor, which views service encounters as a series of scripted performances. The other options (decision tree, strategy, plan, blueprint) do not necessarily capture the scripted nature of the service encounter.

When Louise Arrived at the Wyndham Garden Hotel for the 2005