tool description

The role script is used for the implementation of the service in order to orient and guide the operators toward the development of an adequate behaviour. This tool offers some scripts –one for each situation the operator will meet- that indicate as in a scenic representation all the operations the staff has to do, with notes, comments and advices.

(1998) Anne J. Broderick, Role theory, role management and service performance, in Journal of Services Marketing, volume 12, issue 5.
(2008) Roberto M. Saco, Alexis P. Goncalves, Service Design: An Appraisal, in Design Management Review, volume 19, n.1.