Wilson, Zeithaml, Bitner, and Gremler (2012, p. 181) define service blueprinting as 'a tool for simultaneously depicting the service process, the points of customer contact, and the evidence of the service from the customer's point of view'.Which is the first step in developing a service blueprint?

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The first step in developing a service blueprint involves identifying the key activities involved in the service process. This sets the foundation for further detailing and analysis of the service from both the company's and the customer's perspectives.

Wilson, Zeithaml, Bitner, and Gremler (2012, P