Designing services that deliver unforgettable personal experience is a science and an art that is poorly understood. Borrowing from the masters of management performances, theater industry, the authors examine the process for plays. The authors draw conclusions that help managers create memorable service experience face-to-face service encounters can, based on their study. Demonstrates follow seven steps Manager service experience should ensure success.

Designing services that deliver unforgettable personal experience is a science and an art that is poorly understood. Borrowing from the masters of management performances, theater industry, the authors examine the process for plays. The authors draw conclusions that help managers create memorable service experience face-to-face service encounters can, based on their study. Demonstrates follow seven steps Manager service experience should ensure success.
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F. Ian Stuart
Source: Business Horizons
11 pages.
Release Date: 15, March 2006. Prod #: BH191-PDF-ENG
Designing and executing Memorable Service Experiences: Lights, Camera, Experiment, Integrate, Action! HBR case solution