Poor Service from the Service Bureaucracy: The Role of Mindlessness.
Academy of Management ProceedingsPublished 1 August 1986
Blake E. Ashforth, Gadi Ravid
Citations6
SJR score0.14
SNIP0.05
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Abstract
The role that performance programs and mindlessness play in causing customers to receive poor service in service bureaucracies was examined. Analysis of 433 service transaction suggests that service agents follow well-learned programs to such an extent that once a given program is triggered they become less receptive to special requests.
Keywords
Business, Management and Accounting