Chapter 8: Service Blueprinting Flashcards
1
Q
Service Blueprint
A
A service blueprint is a picture, or a map, that accurately portrays the service system so that the different people involved in providing it can understand and deal with it objectively, regardless of their roles or their individual points of view.
2
Q
Stages Blueprint (5)
A
- Physical evidence
- Customer
- Onstage/ visible contact
- Backstage/ invisible contact
- support processes
