Improvisation in service performances: lessons from jazz

Abstract

Purpose -The purpose of this article is to establish the efficacy of jazz improvisation as a useful metaphor to understand and implement features that contribute to excellent service performances. Design/methodology/approach -The paper begins by presenting services as performances that often require flexibility and adaptability in their enactment. It then offers the metaphor of jazz improvisation as a means to comprehend and communicate the dynamics of such flexibility and adaptability. Jazz elements are used to illustrate their application to service delivery issues. Practical implications -Similar to jazz, services deal with complex and real time delivery circumstances; this makes services prone to uncertainty at the service encounter. Lessons from jazz offer service managers guidelines for improvisation by each player in their ensemble that can enable them to adapt to customers and produce a coherent and cohesive performance. Originality/value -The jazz improvisation metaphor offers a template and guidelines to comprehend and enact principles pertaining to adaptability in services contexts that may be useful for managers in designing service delivery and training frontline service employees.

Strangers in the night: speeddating, CCI and service businesses

“…Service businesses could think creatively of means to increase customer conversation capabilities prior to the service event (in effect, aid rehearsal through applied theatre techniques), or maybe offering incentives to attend the service with a friend. Providing customers with improvisation skills may be a fruitful approach (see John et al 2006). A more extreme initiative would be to consider employing actors to play the fall guys (the extreme customers that make genuine customers more confident, and who become the topic of CCI conversations).…”

“…I pointed out to her that topics of a sexual nature were frowned upon but she was insistent... she was nuts. (Male,24,Introspection) The best speeddaters then are decidedly nimble, like performers at an impromptu jazz festival (John et al 2006). They instinctively know how to play the quick-step fandango of speeddating.…”

Organizational Improvisation: A Consolidating Review and Framework

“…The latter deal with general (e.g. service performance and recovery : Chang 2006;Cunha et al 2009;John et al 2006), and with specific shocks that necessitate improvisation. service performance and recovery : Chang 2006;Cunha et al 2009;John et al 2006), and with specific shocks that necessitate improvisation.…”

“Yes, and...”: What improv theater can teach service firms

“…Indeed, even those customer service providers that deliver highly customized products or services may have reservations regarding training their employees in improvisation. For one, improvisation is less likely to benefit an organization in which customer expectations are low and there is a limited need to provide customized service (John, Grove, & Fisk, 2006). Thus, in some service settings (e.g., fast food restaurants), improvisation is unlikely to significantly enhance service quality.…”