Unformatted text preview: props . A script is a sequence of behaviors followed by all those involved, including the client(s). Some service dramas are tightly scripted, others are more ad lib . Role congruence occurs when each actor follows a script that harmonizes with the roles played by the other actors. In some service industries, especially health care, dispute resolution, and social services, a popular concept is the idea of the caseload, which refers to the total number of patients, clients, litigants, or claimants that a given employee is presently responsible for. On a daily basis, in all those fields, employees must balance the needs of any individual case against the needs of all other current cases as well as their own personal needs. Under English law , if a service provider is induced to deliver services to a dishonest client by a deception, this is an offence under the Theft Act 1978 ....
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- Fall '13
- theft, service delivery, Theft Act 1968, Theft Act 1978