The Impact of Service Improvisation Competence on Customer Satisfaction: Evidence from the Hospitality Industry
This study formally develops and empirically tests a new construct, termed service improvisation competence (Serv-IC), that constitutes a novel way to improve customer experience in high-contact service contexts. Serv-IC is operationalized as the systemic ability of a service firm's employees t...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Wiley-Blackwell
2019
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| Subjects: | |
| Online Access: | View Fulltext in Publisher |