The Center for Hospitality Research at the Cornell School of Hotel Administration has an interesting paper on service scripting [PDF 700k] from 2008.
A service script, as defined in this study, is a detailed guide for front-line employees to follow during a service encounter. A script includes a predetermined set of specific words, phrases, and gestures, as well as other expectations for the employee to use during each step of the service process.
The study is less about the design of scripts and more about how guests react to scripted encounters in a hotel setting as opposed to more extemporaneous approaches. There are also some citations on script theory to follow up.
Tip: Choose File > Print in Google docs to save the PDF.
[via Michael Dixon]