A Service Blueprint Is a Concept Borrowed from Manufacturing That

Multiple Choice

A service blueprint is a concept borrowed from manufacturing that allows 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) Tell who in the organization is performing beyond expectations and is used for bonuses
D) Measure customers' perceptions of service expectations
E) None of these