Theatrical service experiences - Dramatic script development with employees

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.