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| Tekijä: | Harris, K. (et al.) |
| Otsikko: | A theatrical perspective on service performance evaluation: The customer-critic approach |
| Lehti: | Journal of Marketing Management
2011 : MAY, VOL. 27:5-6, p. 477-502 |
| Asiasana: | restaurants service customers performance appraisal |
| Vapaa asiasana: | discourse critics aesthetics |
| Kieli: | eng |
| Tiivistelmä: | This article presents the customer-critic approach as a complementary approach to existing service performance evaluation. An adaptation of P. Pavis's evaluation framework is illustrated in the context of a restaurant service performance. The customer-critic process involves customers before, during, and after the performance, building in the opportunity for both reporting and reconstruction. It is an approach to data gathering and analysis more closely aligned to the Service-Dominant Logic of marketing than methods adopted by service managers, recognising consumers as operant resources and the 'value in use' of the performance from a consumer experience perspective. |
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