Service Design Flashcards by Roxanne Franks

Q

Blueprinting Definition

A

Bitner, Ostram and Morgan, 2008

How well did you know this?

1

Not at all

2

3

4

5

Perfectly

Q

Customer Journey Mapping Definition

A

McColl and Kennedy et al, 2019

How well did you know this?

1

Not at all

2

3

4

5

Perfectly

Q

3 stages of CJM

A

Folstade and Kvale, 2018

How well did you know this?

1

Not at all

2

3

4

5

Perfectly