HGE401 Discussion Forum

"Work is a theater and every business a stage"
In my opinion, work is a world of actors and the establishment is where they show it all. Although not quite, in this environment, a person has to choose the character himself should show that differs among those he/she have shown his friends and families. One person has multiple faces as they say; a face that is shown to the family, a face that is shown to the friends, a face that only oneself could see, and a face that MUST be shown at work. Whatever problems or thoughts a person has, he/she has to set aside it once entered the workplace.

Pine and Gilmore used "the theatre" as a metaphor throughout to indicate the necessary shift in thinking required to engage customers in the experience of one’s choosing. In economy experiences research the writers focus on creating memorable and impressive experiences for customers rather than only deliver common services. Not only did the writers devote to corporate players, but they also believe every staff, from the CEO of a major to the font employees, etc have an essential role to play if the business is to thrive. Based on the theory of Pine and Gilmore (1999), it is indicated that the circle of economic operations surrounds manufacture and preparation for the market from Commodities, Goods to Services. As usual, the clients estimate high-quality services rather than standard products since services take responsible for satisfying the rest of the customers’ requirements which they do not prefer to do although they can finish them.

It means that in business, every worker needs to act as a stage performer and consider them to be in a theater where customers are their audience. They should be performing their work as a performance fully loaded with props, dance, fun, etc. so that they can facilitate their customers with the best experiences. Their performance should be entertaining as well as valuable to customers. It should be meaningful to each customer and can even have a positive change on the customers. Moreover, they need to be real irrespective of the fact that they are acting. They need to observe their customers' behavior and identify what experience they want to provide to their customers. It is like choosing what character of one to reveal according to the situation. Just like, the fishmongers at the Pike Place Fish Market in Seattle and a guy at the entrance of Edna Bewick's Diner in Chicago performed their jobs.

According to the podcast from B. Joseph pine II & Jamesh H. Gilmore, I think Work is theatre and every business a stage means hospitality industry should create an unforgettable memory for each customer. Reveal the attitude which the customers expected to receive. Therefore, customers would enjoy the atmosphere and the moment. The customers would receive diverse experience from different hotelier and the people who serve them because the whole experience depends on what they get from the staff. Therefore, the employee of the hospitality industry should always focus on their jobs. Not only doing the task of work but also provide a great attitude when they are working.

Economic progression starts from commodities to the highest level, which is experience. If business wants to be successful, they have to create true distinctive  instead of merely nice and easy experience. Poor customer experience would damage the business and it is why creating memorable experience for consumers is the backbone of the company. To be differentiated from competitors, businesses should come up with the plays, the dramas that they want to create and give employees the roles to play, help them characterize the roles because every single employee will help to create excellent customer experience on behalf of the business.