Business in the Arts

Operations Management Resources: July 2014

Session 1: Management of Service Operations

The Great Ticket Scandal

Television investigation from Channel 4 Dispatches investigating the online reselling of event tickets, examining why so many tickets appear at over the face value so soon after the box office sells out.
[Video needs to be accessed from inside a UK University network or by following the BoB National link and logging in with a UK university account]

Now That’s What I Call Edinburgh!

An Edinburgh Spotify Playlist

[Needs Spotify player installed]

Session 2: Management of Service Quality


A Parasuraman, VA Zeithaml, LL Berry (1985) A conceptual model of service quality and its implications for future research, The Journal of Marketing.

Bitner,  Booms, Tetreault (1990) The service encounter: Diagnosing favourable and unfavourable incidents ,Journal of Marketing, 54(1), 71 – 84.

Iyengar, S., Lepper, M. (2000) When Choice is Demotivating: Can One Desire Too Much of a Good Thing?, Journal of Personality and Social Psychology, 2000, Vol. 79, No. 6, 995-1006

Sessions 3: Service Design

From Harvard Economist To Casino CEO

The use of experiments in the design of operations in the commercial world is covered in a podcast From Harvard Economist To Casino CEO“,  summarised in the NPR blurb as “Gary Loveman used to be an economics professor at Harvard Business School. Now he runs Ceasars Entertainment Corporation, a giant gambling company. But he still thinks like an academic. He likes to say there are three things that can get you fired from Caesars: Stealing, sexual harassment and running an experiment without a control group.”


Sampson, S. (2012) Essentials of Service Design: 2nd edition” published by SES.

Sampson, S. (2011) Introduction to PCN Analysis, Scott Sampson, 2011,

Thomke, S. (2003) R&D Comes to Services: Bank of America’s Pathbreaking Experiments, Harvard Business Review,  Vol. 81 Issue 4, p70-79.