Services Marketing 6th Edition by Valerie Zeithaml,Mary Jo Bitner,Dwayne Gremler

Exercise 13

Find a new and interesting service in your local area or a service offered on your campus. Document the service process via a service blueprint. To do this exercise, you will probably need to interview one of the service employees and experience the service yourself, if possible. After you have documented the existing service, use blueprinting concepts to redesign the service or change it in some way.