Consumer Information Overload and the Need to Prompt Script Deviations

Authors

Vincent P. Magnini
Loana Dallinger

Document Type

Article

Publication Date

3-1-2018

Abstract

Due to modern information overload, guests are typically not paying full attention as they move through hotel and restaurant environments. Research indicates that most only pay full attention when there is a script deviation: when something happens (positive or negative) that they did not expect. This conceptual article presents the theoretical anchorings of this modern situation and also provides practitioners with guidance regarding how to best respond.

DOI

https://doi.org/10.1080/1528008X.2016.1230038

Recommended Citation

Magnini, V. P., & Dallinger, I. (2018). Consumer Information Overload and the Need to Prompt Script Deviations. Journal of Quality Assurance in Hospitality & Tourism, 19(3), 285–297. https://doi.org/10.1080/1528008X.2016.1230038

Original Citation

Magnini, V. P., Dallinger, I. (2018). Consumer Information Overload and the Need to Prompt Script Deviations. JOURNAL OF QUALITY ASSURANCE IN HOSPITALITY & TOURISM, 19(3), 285-297.