In order to map out the service process, the points of customer contact, and the evidence of service from the customer's point of view, service firms should develop a ________.
A) marketing plan
B) service floor plan
C) Gantt chart
D) business plan
E) service blueprint

Question

Quizplus · Accepted Answer

Service firms should develop a service blueprint in order to map out the service process, the points of customer contact, and the evidence of service from the customer's point of view. A service blueprint is a diagram or flowchart that outlines the various components of a service and their interactions, showing the customer experience from beginning to end. It helps firms identify potential problems and areas for improvement in their service delivery.

In Order to Map Out the Service Process, the Points