L19R1. Mary Jo Bitner, Amy L. Ostrom & Felicia N. Morgan, "Service Blueprinting: A Practical Technique for Service Innovation", California Management Review, 2008 | ISSD Fall 2009

L19R1. Mary Jo Bitner, Amy L. Ostrom & Felicia N. Morgan, "Service Blueprinting: A Practical Technique for Service Innovation", California Management Review, 2008

Fri, 07/10/2009 - 23:11 — admin

Guide Questions:

What is service blueprinting? How is it different from other process modeling techniques? Why is it important?
What are the different components of service blueprint?

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