Risks of performing arts at theater venues

Abstract

PurposeThis study aims to investigate hazards in theater venues on the performance day by combining operational risk theory with a service blueprint method.Design/methodology/approachInterviews and Delphi method are applied to find the hazards, then a survey and ANOVA are followed. The study explores a profile of hazards using data from theater venues in Taiwan and examines whether employee characteristics (i.e. professional tasks, experience and working location) affect risk perception.FindingsThe study suggests a new framework represented by a 5 (types of loss events)\xa0×\xa06 (service systems) matrix to check operational risks. The analyses indicate two types of hazards: risk perception about performance and operations by performers and crew (RPPOPC) and audience behaviors and safety (RPABS). RPPOPC is related to the core show, but not all employees possess high RPPOPC. Seniors have relatively low RPPOPC, and frontend house employees possess insufficient RPABS. Further, front house employees, seniors and those working in municipal cities show relatively high RPPOPC in high-loss situations.Practical implicationsManagers can use the analytic framework to effectively identify operational risks in the core show operations and audience service offerings. They can promote risk perception considering employee differences and loss severity. However, the framework does not discuss the cause-and-effect relationship. Incorporating a large amount of loss experience into a risk information system would help clarify this complex relationship.Originality/valueThis study contributes to hazard mitigation in the performing arts sector, both in the peripheral services for customers and in the core show services.