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

Author

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  • 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
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    Cited by:

    1. 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.
    2. Stuart, F. Ian, 2006. "Designing and executing memorable service experiences: Lights, camera, experiment, integrate, action!," Business Horizons, Elsevier, vol. 49(2), pages 149-159.
    3. 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.
    4. 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.

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