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C/M/2008. Services as theatre: service quality at Starbucks

WORDS:
1050
DATE:
2011
PRICE:
19.99 GBP

The paper looks at the features of service delivery comparing services to a theatre show, discussing the role of customers and their engagement with the ‘actors’ performing the ‘script’. The ‘services as theatre’ metaphor is applied to the service quality of the Starbucks coffee chain to evaluate their service quality.

 

KEYWORDS: Services as Theatre, service quality, Starbucks,

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