Highly qualified employees are a critical element of a service experience. Utilizing the theatre metaphor, we showcase a method to value these employees with a case study on Broadway. Using a novel data set that includes Broadway show revenues, private expense data, and actor usage, our case study shows that stars were associated with increased revenues in the weeks they were present. However, after taking into account their effects on surrounding weeks’ revenues, their impact was significantly less. After accounting for the costs of hiring a star, we estimate a positive but not statistically significant impact on profit. We discuss managerial implications for designers of service experiences.

中文翻译：

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百老汇明星的价值：案例研究

高素质的员工是服务体验的关键要素。利用剧院的比喻，我们通过百老汇的案例研究展示了一种评估这些员工的方法。使用包括百老汇演出收入、私人支出数据和演员使用情况的新数据集，我们的案例研究表明，明星与他们在场的几周内收入增加有关。然而，在考虑到它们对周围几周收入的影响之后，它们的影响要小得多。在考虑了聘请明星的成本后，我们估计对利润有积极但在统计上不显着的影响。我们讨论了对服务体验设计者的管理影响。