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“Yes, and...”: What improv theater can teach service firms · Study

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Article“Yes, and...”: What improv theater can teach service firms

Karen Robson2015

Article2015

“Yes, and...”: What improv theater can teach service firms

Karen Robson · LEYLAND F. PITT · Pierre R. Berthon

14 citations·0/0 files stored·Business Horizons

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Customer Service Quality and Loyalty Service and Product Innovation Emotional Labor in Professions

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References

1982An Investigation into the Determinants of Customer Satisfaction 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter 1990The profitable art of service recovery.1992The empowerment of service workers: what, why, how, and when.1983Emerging perspectives on services marketing 1998Introductory Essay—Improvisation as a Mindset for Organizational Analysis 2005Improvisation and Innovative Performance in Teams 1986How can service businesses survive and prosper?

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2022Immersive experiences in digital exhibitions: The application and extension of the service theater model

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2012Essays on Service Improvisation Competence: Empirical Evidence from The Hospitality Industrythesis · 9 shared references 2008Improving Case Discussion With an Improv Mind-Setarticle · 7 shared references 2005Improvisation and Innovative Performance in Teamsarticle · 6 shared references 2014Organizational Improvisation: A Consolidating Review and Frameworkarticle · 6 shared references 1993Tracking the evolution of the services marketing literaturearticle · 5 shared references 2009The role of team behavioral integration and cohesion in shaping individual improvisationarticle · 5 shared references

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Year2015

Typearticle

Published2015-05-09

VenueBusiness Horizons

ISSN-L0007-6813

Languageen

Citations14

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.bushor.2015.02.002

openalex_workW302113922

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