![]() The service blueprint has become one of the most useful tools in the services marketer's repertoire. Potential bottlenecks and/or fail points.Line of Order Penetration which separates customer-induced activities from customer-independent activities.Yet other scholars and practitioners have recommended adding different lines including If satisfaction is a factor to consider, mapping out the emotional state of the user or stakeholder may help provide context to the overall customer and/or employee journey. Emotions: Customer or Stakeholder feelings.If timing of the service is a factor to consider, include the estimated time for each customer phase. A single arrow will indicate a one-way relationship/dependency while a double-sided arrow will indicate a two-way relationship/co-dependency. Arrows: Relationships between stakeholders.That is management are responsible for planning and controlling while support activities include preparation. Line of Implementation which separates management zone from the support zone.Line of Internal Interaction which separates the back office and the support process.Line of Interaction which separates customer actions from service provider actions.Optional inclusions – depending on intended application: Line of Visibility: Line that separates front-stage and back-stage actions.Inventory (if required): the amount of inventory build up required for each step.Physical Evidence: Tangible elements associated with each step that has the potential to influence customer perceptions of the service encounter e.g. ![]()
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