A good service blueprint should be developed to identify all of the following contact points EXCEPT contact points involving
A)customers and frontstage service employees.
B)service employees who produce the service.
C)frontstage and backstage processes.
D)customers and backstage service employees.
E)A good service blueprint should be developed to identify all of these contact points.

Question

Quizplus · Accepted Answer

A good service blueprint should include contact points between customers and frontstage service employees, service employees who produce the service, frontstage and backstage processes, and customers and backstage service employees. Therefore, option E is incorrect. Option D is the correct answer as it suggests that contact points involving customers and backstage service employees should not be identified in the service blueprint, which is incorrect.

A Good Service Blueprint Should Be Developed to Identify All