R3. Bitner et al., "Service Blueprinting: A Practical Technique for Service Innovation" (Selections) [Core Reading!]
Sun, 08/14/2011 - 8:07am — monica
Type:
Reading
Citation:
M. Bitner et al., "Service Blueprinting: A Practical Technique for Service Innovation", California Management Review, 2008
Focus on:
- Components of Service Blueprints p.72
- Skim Figure 2 p.76-77
- Blueprinting in Practice Exhibit 1 p.78
Class Meeting(s) that list this Resource:
Title Author Last update 
L05. Service Encounters & Touch Points monica 2011/09/14 - 12:04pm
Assignment Instructions that list this Resource:
Title Author Last update A10. Service Blueprint or Process Model (Grp) monica 2011/11/07 - 4:22pm
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