Improvisation in service performances: lessons from jazz
Abstract
Purpose The purpose of this article is to establish the efficacy of jazz improvisation as a useful metaphor to understand and implement features that contribute to excellent service performances. Design/methodology/approach The paper begins by presenting services as performances that often require flexibility and adaptability in their enactment. It then offers the metaphor of jazz improvisation as a means to comprehend and communicate the...
Paper Details
Title
Improvisation in service performances: lessons from jazz
Published Date
May 1, 2006
Journal
Volume
16
Issue
3
Pages
247 - 268
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Notes
History