Service Improvisation as a Double-Edged Sword
Service improvisation (SI) refers to frontline employees’ ability to develop creative, on-the-spot solutions to unexpected service failures. While this skill can improve customer recovery experiences, it also comes with challenges. Our research examines both the positive and negative effects of SI and explores how workplace support can help manage these outcomes.
Using data from 550 restaurant employees in the United States, we found that SI has a "double-edged sword" effect. On the positive side, employees who improvise effectively are better at addressing customer complaints, which enhances their service recovery performance (SRP). For example, when a restaurant cannot honor a reservation on time, offering complimentary drinks can turn a negative experience into a positive one. This kind of quick thinking helps restore customer satisfaction and loyalty.
On the negative side, constantly improvising can lead to emotional exhaustion (EE). The pressure to repeatedly come up with creative solutions in fast-paced, high-stress environments can drain employees’ energy, potentially affecting their well-being.
Our study highlights a practical solution: fostering workplace support for creativity (SC). When managers and colleagues encourage and value creative problem-solving, it reduces the emotional strain associated with improvisation. For instance, providing regular opportunities for team members to share and refine creative ideas builds a supportive culture. This not only minimizes exhaustion but also encourages innovation and teamwork.
For restaurant managers, these findings emphasize the importance of balancing the encouragement of improvisation with strategies to protect employee well-being. Managers can foster a supportive environment through initiatives such as training sessions to enhance improvisation skills and recognizing employees’ creative contributions. Moreover, hiring candidates who thrive under flexible, high-pressure conditions can further align organizational goals with employee strengths.
In summary, while service improvisation is a valuable skill in the restaurant industry, it is crucial to mitigate its potential downsides. Support for creativity can transform the challenges of improvisation into opportunities for growth, ensuring both employee satisfaction and customer recovery success.
Oh, Hyunghwa, & Jang, Jichul. (2023). Service improvisation as a double-edged sword (external link, opens in new window) . International journal of hospitality management, Vol. 108, 103367.