The effect of service improvisation competence on hotel performance

Purpose The development of a service improvisation competence (Serv-IC), operationally defined 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” (Secchi et al. , 2019, p. 1329), has been proposed as an effective way to accommodate customer variability while increasing the quality of the service...