On‐stage in the Service Theatre

Abstract

Addresses the feasibility of applying the theatre analogy in the service industries, where terms borrowed from the stage are used frequently to describe guest‐customer relations and interaction. Principles from the fragments of Aristotle′s Peri Poietikes supplied the framework for a critical look at the hospitality industry in Norway. The authors concluded that, where investments with a purpose of improving customer satisfaction are planned, they are most likely to achieve results when applied to the human resources sector. On the theatre stage as well as in the service theatre, customer satisfaction is dependent on the actors and their performance.

Citation

Larsen, S. and Aske, L. (1992), "On‐stage in the Service Theatre", International Journal of Contemporary Hospitality Management, Vol. 4 No. 4. https://doi.org/10.1108/09596119210018873