Slide © by Lovelock, Wirtz and Chew 2009 Essentials of Services MarketingChapter 1 - Page 10 Developing a Blueprint  Identify key activities in creating and delivering service  Define big picture before drilling down to obtain a higher level of detail Advantages of Blueprinting  Distinguish between frontstage and backstage  Clarify interactions between customers and staff, and support by backstage activities and systems  Identify potential fail points; take preventive measures; prepare contingency  Pinpoint stages in the process where customer commonly have to wait Blueprinting
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