A Service Blueprint Borrows Concepts from Manufacturing and Operations Management

Multiple Choice

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