Making Your Service Blueprint Pay Off!
Stephen H. Baum
(Leads Booz, Allen & Hamilton's Customer‐Focused Strategy Practice in New York.)
1876
Abstract
Argues that many blueprinting efforts are short‐term in focus and lead to the wrong response. Analyses examples in a range of industries, offering planning approaches and tactics for a successful serviceblueprint. Concludes that service blueprinting constitutes a major effort, therefore the result should be optimized in terms of value the customer receives, the service mix from the customer′s point of view and consistent signals to the organization.
Keywords
Citation
Baum, S.H. (1990), "Making Your Service Blueprint Pay Off!", Journal of Services Marketing, Vol. 4 No. 3, pp. 45-52. https://doi.org/10.1108/EUM0000000002518
Publisher
:MCB UP Ltd
Copyright © 1990, MCB UP Limited