On‐stage in the Service Theatre

International Journal of Contemporary Hospitality Management - Tập 4 Số 4 - 1992
SveinLarsen, LottiAske

Tóm tắt

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.

Từ khóa


Tài liệu tham khảo

Hvinden B., 1986, Universitetsforlaget

Larsen S., 1991, Research - Conference Proceedings, World Tourism Education and Research Centre, 395

Taylor J.R., 1966, A Dictionary ofthe Theatre

10.1016/0007-6813(85)90008-4

Schein E.H., 1985, Norwegian edition (1987) Mercuri Media Forlag A/S

Herzberg F., 1959, The Motivation to Work

Begnum S., 1990, NKS Forlaget

Thông tin
Thông tin xuất bản

International Journal of Contemporary Hospitality Management

Tập 4 Số 4

Thông tin tác giả