A design and communication tool that represents both the frontstage enactment and its backstage support of a service performance is called a
A)service script.
B)service blueprint.
C)supplementary service sequence.
D)complex service offering.
E)divergent service offering.

Question

Quizplus · Accepted Answer

A service blueprint is a tool that visually represents the frontstage customer experience and the backstage support processes and resources needed to deliver the service. It shows the interactions between customers, front-line employees, and support staff, as well as any potential sources of failure or breakdowns in the service delivery process. A service script is a detailed script that outlines the exact steps that should be taken during a service encounter, while supplementary service sequence and complex/divergent service offerings are not relevant in this context.

A Design and Communication Tool That Represents Both the Frontstage