Abstract
![CDATA[Focusing on customer experiences, service blueprinting and its role in informing the service delivery system is examined. The paper argues that the use of a managerial perspective to assess customer experiences in service encounters may cause a service gap that can assist in explaining a decline in customer perceived quality. Development of this argument leads to suggestions for improving the preparation of blueprints and for further research.]]
Original language | English |
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Title of host publication | ANZMAC 2004 : Marketing Accountabilities and Responsibilities, held at Wellington, New Zealand, 29 November-1 December 2004 |
Publisher | ANZMAC |
Number of pages | 1 |
ISBN (Print) | 0475222151 |
Publication status | Published - 2004 |
Event | Australian and New Zealand Marketing Academy Conference - Duration: 1 Dec 2013 → … |
Conference
Conference | Australian and New Zealand Marketing Academy Conference |
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Period | 1/12/13 → … |
Keywords
- customer services
- customer relations
- consumer satisfaction
- service industries
- quality control
- blueprinting