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

Article

Hume, Margee, Sullivan Mort, Gillian, Liesch, Peter and Winzar, Hume. 2006. "Understanding service experience in non-profit performing arts: implications for operations and service management." Journal of Operations Management. 24 (4), pp. 304-324. https://doi.org/10.1016/j.jom.2005.06.002
Article Title

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

ERA Journal ID3785
Article CategoryArticle
AuthorsHume, Margee (Author), Sullivan Mort, Gillian (Author), Liesch, Peter (Author) and Winzar, Hume (Author)
Journal TitleJournal of Operations Management
Journal Citation24 (4), pp. 304-324
Number of Pages21
Year2006
ISSN0272-6963
1873-1317
Digital Object Identifier (DOI)https://doi.org/10.1016/j.jom.2005.06.002
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.

Keywordsservice operations; service quality; marketing/operations interface; process design; operations strategy
ANZSRC Field of Research 2020369999. Other creative arts and writing not elsewhere classified
350605. Marketing management (incl. strategy and customer relations)
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Byline AffiliationsSchool of Management and Marketing
Griffith University
University of Queensland
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