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Keywords: Improvisation
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Journal Articles
Journal Articles
International Journal of Operations & Production Management (2020) 40 (3): 245–270.
Published: 14 February 2020
... of employee improvisation in a variety of organizational settings. Secchi et al., (2019) argued that some service companies develop a specific Serv-IC, defined as “the systemic ability of a service firm’s employees to deviate from established service delivery processes and routines to respond...

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