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Unformatted text preview: alternatives have both advantages and
disadvantages (a point discussed in more detail in the appendix to Cameron 2000).
As far as I can tell, there is no evidence supporting the assertion that customers want
the routine to be `consistent every time they call', at least if `consistency' is taken to
imply no variation at all in the words used by dierent operators on dierent
occasions. Conversely, surveys have found customers dislike dealing with someone
who is obviously reading from a script ± though it is unclear whether their
dissatisfaction is with scripting itself or just with inept delivery.
The Cathay Paci®c action was reported in The Scotsman (7 January 1999). The
report quoted a company spokesman who described attendants' smiles as `sincere',
`genuine' and an expression of the `warmth and superior service' for which Asian
carriers are renowned. The racial stereotyping here is overt, but covertly there is also
gender stereotyping. `Superior service' in the past and present advertising of several
Asian airlines (e.g. Singapore as well as Cathay Paci®c) is...
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This note was uploaded on 01/16/2014 for the course ANTHRO 33 taught by Professor Wertheim during the Spring '08 term at UCLA.
- Spring '08
- The Land