IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v24y2004i2p1-14.html
   My bibliography  Save this article

Developing the impression management skills of the service worker: an application of Stanislavsky's principles in a services context

Author

Listed:
  • Stephen Grove
  • Raymond Fisk
  • Mary Laforge

Abstract

The theatrical nature of service performances has been discussed in the services literature for many years. If services are theatre, it makes sense to look for theatrical ways to train service workers, particularly those who interact with the customer. One method for training actors, which has strong significance for developing frontstage service personnel, is a system developed by Konstatin Stanislavsky. This article examines the theatrical presence of services' contact personnel, explores the tenets of the Stanislavsky method of actor training and their relevance for services marketing, and applies the method to training services workers.

Suggested Citation

  • Stephen Grove & Raymond Fisk & Mary Laforge, 2004. "Developing the impression management skills of the service worker: an application of Stanislavsky's principles in a services context," The Service Industries Journal, Taylor & Francis Journals, vol. 24(2), pages 1-14, March.
    • Handle: RePEc:taf:servic:v:24:y:2004:i:2:p:1-14
    DOI: 10.1080/02642060412331301222
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642060412331301222
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642060412331301222?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Stuart, F. Ian, 2006. "Designing and executing memorable service experiences: Lights, camera, experiment, integrate, action!," Business Horizons, Elsevier, vol. 49(2), pages 149-159.
    2. Brandon-Lai, Simon A. & Armstrong, Cole G. & Ferris, Gerald R., 2016. "Organisational impression congruence: A conceptual model of multi-level impression management operation in sports service organisations," Sport Management Review, Elsevier, vol. 19(5), pages 492-505.
    3. Che-Jen Su & Nicolas Lorgnier & Jin-Hsing Yang & Seung Oh, 2015. "How does the interview change the importance of résumé information in acceptance decisions? An experimental study in the hotel industry," Service Business, Springer;Pan-Pacific Business Association, vol. 9(4), pages 711-732, December.
    4. Steve Baron & Anthony Patterson & Kim Harris & Julia Hodgson, 2007. "Strangers in the night: speeddating, CCI and service businesses," Service Business, Springer;Pan-Pacific Business Association, vol. 1(3), pages 211-232, September.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:24:y:2004:i:2:p:1-14. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.