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Operation Mnagement

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Essays on Service Improvisation Competence: Empirical Evidence from The Hospitality Industry

A Dissertation Presented to the Graduate School of Clemson University

In Partial Fulfillment of the Requirements for the Degree Doctor of Philosophy Management

by Enrico Secchi August 2012

Accepted by: Dr. Aleda V. Roth, Committee Chair Dr. Thomas A. Mroz Dr. Gulru Ozkan Dr. Rohit Verma

Abstract
This dissertation explores the service design antecedents and the performance outcomes of Service Improvisation Competence (Serv–IC)—the ability of service employees to deviate from established processes and routines in order to timely respond to unexpected events, using available resources. Service operations and strategy research have strongly highlighted the importance of possessing flexibility in order to face the uncertainty derived from the interaction with the external environment (Tansik and Chase 1988, Eisenhardt and Tabrizi 1995, Brown and Eisenhardt 1998, Frei et al. 1999, Menor et al. 2001, Frei 2006). An important component of the ability of service firms to adapt to customer requests, expectations, and needs rests in the systemic ability of frontline employees to creatively adapt to the challenges posed by the constant struggle to satisfy customers. This dissertation is composed of three essays. In Essay 1, we build the theoretical framework necessary to advance a theory of Service Improvisation Competence, and we propose a nomological network that links service delivery design choices— facility design, managerial practices, information distribution, and the procedures that regulate customer–contact—to the development of a Service Improvisation Competence (Serv–IC). Furthermore, Essay 1 offers a causal theory of the effects of Serv-IC on service outcomes. ii

Essay 2 builds on the theoretical foundations of Essay 1, as well as on previous empirical and

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