Service Blueprinting: A Practical Technique for Service Innovation

By Mary Jo Bitner, Amy L. Ostrom, Felicia N. Morgan. 2008

1,215 citations recorded by the source corpus.

Subfields: Management of Technology and Innovation, Marketing, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/ca66fdcd213874b63e5cf7ae67d6773166deec6b

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Citations in the corpus

How does product program innovativeness affect customer satisfaction? A comparison of goods and services (2011, background): “Yet still, research offers “little explicit coverage … on service innovations” ( Bitner et al. 2008, p. 66 ).”
Customer experience modeling: from customer experience to service design (2012, methodology): “Service blueprinting (Shostack, 1984; Bitner et al., 2008) is one of the most common techniques for designing the service delivery process, while other operations management methods and techniques can also be applied to services ( Johnston, 1999).”
Why Johnny Can’t Prompt: How Non-AI Experts Try (and Fail) to Design LLM Prompts (2023, background): “Two of the authors then compared these approaches across participants and categorized their struggles using afnity diagrams [34] and by creating a service blueprint [5] that documents the specifc approaches individual participants attempt.”
First Step in Social Media: Measuring the Influence of Online Management Responses on Customer Satisfaction (2014, background): “First, our result highlights the challenges and opportunities brought by new technology such as online social media to the service industry and the need for service innovation (Bitner et al. 2008).”
Engaged to a Robot? The Role of AI in Service (2020, background): “Bitner, Ostrom, and Morgan (2008) provide a detailed service blueprinting about how a service process can be broken down into subprocesses for service innovation.”
To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery? (2020, background): “Service firms should map out their service blueprints (Bitner, Ostrom, and Morgan 2008) in order to figure out what type of a service robot to be deployed at each stage of the service delivery process (i.e., matching service task and robot type).”
Theory of value co-creation: a systematic literature review (2014, background): “Nambisan and Nambisan, 2008), while those in quadrants III and IV concentrate on services (e.g. Maglio and Spohrer, 2008; Bitner et al., 2008).”