Developing the impression management skills of the service worker: an application of Stanislavsky's principles in a services context

Stephen Grove, Raymond Fisk and Mary Laforge

The Service Industries Journal, 2004, vol. 24, issue 2, 1-14

Abstract: The theatrical nature of service performances has been discussed in the services literature for many years. If services are theatre, it makes sense to look for theatrical ways to train service workers, particularly those who interact with the customer. One method for training actors, which has strong significance for developing frontstage service personnel, is a system developed by Konstatin Stanislavsky. This article examines the theatrical presence of services' contact personnel, explores the tenets of the Stanislavsky method of actor training and their relevance for services marketing, and applies the method to training services workers.

Date: 2004
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DOI: 10.1080/02642060412331301222

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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