Consumer Narratives of a Good Service Experience: Fractures in Script and Improvised Roles

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientific


Our article studies Finnish service culture from the performance theory point of view, where the focus is on the roles and dramaturgy of service encounters. We analyse service events and encounters as scripted service scenes consisting of role set and role expectations. Through script and performance we have elaborated the plot turns of service and the evolving roles of consumers and customer servants. We argue that a positive service experience would appear when the customer service worker and the consumer succeed in adapting their improvised role performances interactively.
Original languageEnglish
Title of host publicationService excellence in management
EditorsErik Wästlund, Bo Edvardsson, Anders Gustafsson, Mary Jo Bitner , Rohit Verma
Number of pages3
Place of PublicationKarlstad
PublisherCTF, Service Research Center, Karlstad University, Sweden
Publication date2013
ISBN (Electronic)978-91-7063-506-9
Publication statusPublished - 2013
MoE publication typeB3 Article in conference proceedings
EventQUIS - International Research Symposium on Service Excellence in Management - Karlstad, Sweden
Duration: 10 Jun 201313 Jun 2013
Conference number: 13

Fields of Science

  • 512 Business and Management

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