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“Yes, and...”: What improv theater can teach service firms
16 references·1 citing·40 second hop
“Yes, and...”: What improv theater can teach service firms (2015)“Yes, and...”: What improv theater can te…Services Marketing is Different (2023)Services Marketing is Differe…Creativity and Improvisation in Jazz and Organizations: Implications for Organizational Learning (2017)Creativity and Improvisation …Production-Line Approach to Service (2012)Production-Line Approach to S…Improvisation and Innovative Performance in Teams (2005)Improvisation and Innovative …Arts‐based training in management development: the use of improvisational theatre (2004)Arts‐based training in manage…Whose improv is it anyway?: beyond Second City (2002)Whose improv is it anyway?: b…The new meaning of quality in the information age. (1999)The new meaning of quality in…Introductory Essay—Improvisation as a Mindset for Organizational Analysis (1998)Introductory Essay—Improvisat…Improvisation in Action (1998)Improvisation in ActionCoda—Creativity and Improvisation in Jazz and Organizations: Implications for Organizational Learning (1998)Coda—Creativity and Improvisa…The empowerment of service workers: what, why, how, and when. (1992)The empowerment of service wo…The profitable art of service recovery. (1990)The profitable art of service…How can service businesses survive and prosper? (1986)How can service businesses su…A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)A Role Theory Perspective on …Emerging perspectives on services marketing (1983)Emerging perspectives on serv…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…Immersive experiences in digital exhibitions: The application and extension of the service theater model (2022)Immersive experiences in digi…Exploration and Exploitation in Organizational Learning (1991)Situated Learning (1991)Situated Learning: Legitimate Peripheral Participation. (1994)Knowing in Practice: Enacting a Collective Capability in Distributed Organizing (2002)On Organizational Becoming: Rethinking Organizational Change (2002)Educating the reflective practitioner (1987)The Knowledge-Creating Company (1995)The Knowledge-Creating Company (1998)Bricolage versus breakthrough: distributed and embedded agency in technology entrepreneurship (2003)Reconceptualizing Organizational Routines as a Source of Flexibility and Change (2003)The Handbook of Social Psychology (1969)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Evolving to a New Dominant Logic for Marketing (2003)Mind, Self, and Society (2015)Advances in Consumer Research (2025)Comparative fit indexes in structural models. (1990)Organizational culture and leadership (1993)Inter‐ and Intra‐Organizational Knowledge Transfer: A Meta‐Analytic Review and Assessment of its Antecedents and Consequences (2008)Team-level predictors of innovation at work: A comprehensive meta-analysis spanning three decades of research. (2009)Innovation and Creativity in Organizations (2014)A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Significance tests and goodness of fit in the analysis of covariance structures. (1980)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Measuring Service Quality: A Reexamination and Extension (1992)Innovation in services (1997)Hybrid Offerings: How Manufacturing Firms Combine Goods and Services Successfully (2011)Experiential Knowledge and Cost in the Internationalization Process (2015)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Whither Services Marketing? (2004)Social media marketing efforts of luxury brands: Influence on brand equity and consumer behavior (2016)Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing (1998)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)PSYCHOLOGICAL, EMPOWERMENT IN THE WORKPLACE: DIMENSIONS, MEASUREMENT AND VALIDATION. (1995)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Two Types of Bureaucracy: Enabling and Coercive (1996)The Commitment-Trust Theory of Relationship Marketing (1994)
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References

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  • 1998Coda—Creativity and Improvisation in Jazz and Organizations: Implications for Organizational Learning569 cited
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  • 1999The new meaning of quality in the information age.134 cited
  • 2002Whose improv is it anyway?: beyond Second City107 cited
  • 2004

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Arts‐based training in management development: the use of improvisational theatre
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  • 2022Immersive experiences in digital exhibitions: The application and extension of the service theater model58 cited