A service blueprint borrows concepts from manufacturing and operations management to allow a service firm to ________.
A) map out a complete design and flow of all the activities related to customer service
B) map out the route that service people follow when they leave in the mornings (i.e., truck delivery service)
C) analyze feedback received from customers after the sale of a service to improve service quality
D) measure customers' expectations of service
E) assess the quality of services provided by an employee

Question

Quizplus · Accepted Answer

A service blueprint allows a service firm to map out a complete design and flow of all the activities related to customer service, which includes identifying potential bottlenecks and areas for improvement. This helps the firm to ensure that the service is delivered efficiently and effectively, resulting in improved customer satisfaction.

A Service Blueprint Borrows Concepts from Manufacturing and Operations Management