With global operations in the service of growth, it is an increased need for practical methods for innovative services. Services are fluid, dynamic, experiential, and often co-producer of real-time customers, employees and technology, often with a few static physical properties. However, most innovative products coming to focus on the design of products with relatively static physical properties. Thus, many invention and prototype technology used for physical goods and technologies do not work well for people and interactive services. This article describes one method of service Blueprinting-it was useful for innovative services. Service Blueprinting firmly based on the experience of the customer and allows clear visualization of the dynamic processes of service. The method is described in detail, including real-world examples that illustrate the value of the event and the breadth of its application. "Hide
by Mary Jo Bitner, Amy L. Ostrom, Felicia N Morgan Source: California Management Review 30 pages. Publication Date: 01 May 2008. Prod. #: CMR397-PDF-ENG
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