The role of customer experiences in the development of service blueprints

Guilherme D. Pires, Patricia Stanton, John Stanton

    Research output: Chapter in Book / Conference PaperConference Paper

    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 languageEnglish
    Title of host publicationANZMAC 2004 : Marketing Accountabilities and Responsibilities, held at Wellington, New Zealand, 29 November-1 December 2004
    PublisherANZMAC
    Number of pages1
    ISBN (Print)0475222151
    Publication statusPublished - 2004
    EventAustralian and New Zealand Marketing Academy Conference -
    Duration: 1 Dec 2013 → …

    Conference

    ConferenceAustralian and New Zealand Marketing Academy Conference
    Period1/12/13 → …

    Keywords

    • customer services
    • customer relations
    • consumer satisfaction
    • service industries
    • quality control
    • blueprinting

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