The Impact of Service Improvisation Competence on Customer Satisfaction: Evidence from the Hospitality Industry

Volume: 28, Issue: 6, Pages: 1329 - 1346
Published: Jun 1, 2019
Abstract
This study formally develops and empirically tests a new construct, termed service improvisation competence (Serv‐IC), that constitutes a novel way to improve customer experience in high‐contact service contexts. Serv‐IC is operationalized as the systemic ability of a service firm's employees to deviate from established service delivery processes and routines to respond in a timely manner to unforeseen events using available resources. Serv‐IC...
Paper Details
Title
The Impact of Service Improvisation Competence on Customer Satisfaction: Evidence from the Hospitality Industry
Published Date
Jun 1, 2019
Volume
28
Issue
6
Pages
1329 - 1346
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