The Importance Of Service Theater Frameworks

Introduction In Japan, we consider that customers are god. We usually treat customers very well and give prime services to them. Therefore, I do not usually experience really bad services in Japan. However, I still remember that my family and I received a terrible service at a restaurant in my hometown when I was an elementary school student. The restaurant was one of famous chain casual dining restaurants, such as Applebee’s in the United States, and the name of the restaurant was Jonathan’s. Since my family and I experienced bad services at the restaurant, we have never been there again.

Reasons for Disappointment Because we went to the restaurant at little early time for dinner, there was no customer besides us. After a worker ushered

There are five components in the service theater framework. The first term is actors, which are “those who work together to create the service for the audience (customers).” (Fisk, 2014, p. 26) The next key word is the setting, which is the service environment, and “places where the action or service performance unfold.” (Fisk, 2014, p. 26) The front-stage is “actions that service actors perform for the customers.” (Fisk, 2014, p. 26) The last key term for the service theater framework is backstage. It is places where customers cannot usually see, but planning for service is made and it supports

Therefore, the employees may not know how they should behave and how they are expected to behave for customers. Therefore, the restaurant should review its manual. According to Wilson’s article, he mentions that “an operation manual is the road map for a successful restaurant” (Wilson). Manuals show employees about operating policies, operating standards, and the philosophy and unique points from other restaurants (Wilson). Manuals facilitate employees at the restaurant to work and make good services consistently. Also, by reading and knowing these manuals well, they would lead employees to become better workers and to create confidence for them toward their jobs. Having confidence leads to raise their motivation toward their jobs so they could give better services to their customers. When a manager at the restaurant hires new employees and holds orientations, he or she should read the manual in front of new employees and provide it to them. Moreover, in order to not forget contents of the manual, the manager and all of the employees should have short meetings to review the manual together frequently, at least once a week, before they start