Экономика впечатлений. Работа - это театр, а каждый бизнес - сцена

The analogy makes the concept of customer experience more vivid, but I'm curious whether this was based on personal experience or research. How did this perspective develop?

The book suggests that experiences can be a key differentiator, but I'm wondering if this is practical for small businesses or only larger corporations.

If work is like theater, does that mean employees become performers? I'm interested in whether this perspective affects workplace culture.