Understanding service experience in non-profit performing arts: Implications for operations and service management

Hume, Margee, Sullivan Mort, G., Liesch, Peter W. and Winzar, Hume (2006) Understanding service experience in non-profit performing arts: Implications for operations and service management. Journal of Operations Management, 24 4: 304-324. doi:10.1016/j.jom.2005.06.002

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Author Hume, Margee
Sullivan Mort, G.
Liesch, Peter W.
Winzar, Hume
Title Understanding service experience in non-profit performing arts: Implications for operations and service management
Journal name Journal of Operations Management   Check publisher's open access policy
ISSN 0272-6963
Publication date 2006
Sub-type Article (original research)
DOI 10.1016/j.jom.2005.06.002
Volume 24
Issue 4
Start page 304
End page 324
Total pages 21
Editor R. B. Handfield
Place of publication Netherlands
Publisher Elsevier BV
Collection year 2006
Language eng
Subject C1
350299 Business and Management not elsewhere classified
720403 Management
Abstract Recent research in the non-profit performing arts has shown that marketing efforts designed to increase revenue from ticket sales are not achieving the results required to sustain the performing arts. This paper applies operations management analytical techniques to the non-profit performing arts to increase understanding of operational issues and inform service management strategy. The paper takes a two-study idiographic approach. Implementing a modified version of service transaction analysis (STA), Study One describes a performing arts service from provider and customer perspectives, identifies service gaps and develops an elaborated service description incorporating both perspectives. In Study Two, building on the elaborated service description and extant research, in-depth interviews are conducted to gather thick descriptions of predictors of satisfaction, value and service quality as they relate to repurchase intention (RI). Technical, functional and critical factors required to improve organizational performance are identified. Implications for operational strategy, service design and service management theory for this context are discussed. (c) 2005 Published by Elsevier B.V.
Keyword Operations Research & Management Science
Management
Service Operations
Service Quality
Marketing/operations Interface
Process Design
Operations Strategy
Satisfaction
Consumer
Emotions
Design
Consumption
Quality
Consequences
Involvement
Encounters
Intentions
Q-Index Code C1

Document type: Journal Article
Sub-type: Article (original research)
Collections: Excellence in Research Australia (ERA) - Collection
2007 Higher Education Research Data Collection
UQ Business School Publications
 
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Citation counts: TR Web of Science Citation Count  Cited 23 times in Thomson Reuters Web of Science Article | Citations
Scopus Citation Count Cited 40 times in Scopus Article | Citations
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Created: Wed, 15 Aug 2007, 06:32:58 EST