Stick to The Script...Or Don't

In Episode 30, we discuss a paper by Shin & Hur (2021) on the impact of being forced to stick to a script when dealing with customers, and how job crafting can help offset these negative outcomes. If you can't give workers flexibility in how they respond to customers, give them flexibility in other areas of their jobs. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit healthywork.substack.com