Theatrical service experiences: Dramatic script development with employees

  • Harris R
  • Harris K
  • Baron S
  • 36


    Mendeley users who have this article in their library.
  • 56


    Citations of this article.


This article provides a framework for the development of a dramatic script for a service (retail) organisation. It is argued that such a script can lead to an agreed experiential goal that the organisation can use to achieve positive holistic service experiences for customers. It draws on techniques from practical theatre and is being tried, evaluated and refined in conjunction with employees of a UK multiple retail organisation. The process of dramatic script development with employees is demonstrated through the identification of the drama, the creation of the playtext and the exploration of subtext. It can be employed by any organisation where the nature of the business requires that face-to-face interactions take place between employees and customers.

Author-supplied keywords

  • Employees
  • Experience
  • Service
  • Theatre
  • United Kingdom

Get free article suggestions today

Mendeley saves you time finding and organizing research

Sign up here
Already have an account ?Sign in

Find this document


  • Richard Harris

  • Kim Harris

  • Steve Baron

Cite this document

Choose a citation style from the tabs below

Save time finding and organizing research with Mendeley

Sign up for free