The role of customer experiences in the development of service blueprints

Guilherme D. Pires; Patricia Stanton; John Stanton

The role of customer experiences in the development of service blueprints

Guilherme D. Pires
, Patricia Stanton
, John Stanton

Research output: Chapter in Book / Conference Paper › Conference Paper

Abstract

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
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
Period	1/12/13 → …

Keywords

customer services
customer relations
consumer satisfaction
service industries
quality control
blueprinting

Cite this

@inproceedings{5aa5e5995018462fa16725606a478209,

title = "The role of customer experiences in the development of service blueprints",

abstract = "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.",

keywords = "customer services, customer relations, consumer satisfaction, service industries, quality control, blueprinting",

author = "Pires, \{Guilherme D.\} and Patricia Stanton and John Stanton",

year = "2004",

language = "English",

isbn = "0475222151",

booktitle = "ANZMAC 2004 : Marketing Accountabilities and Responsibilities, held at Wellington, New Zealand, 29 November-1 December 2004",

publisher = "ANZMAC",

note = "Australian and New Zealand Marketing Academy Conference ; Conference date: 01-12-2013",

}

TY - GEN

T1 - The role of customer experiences in the development of service blueprints

AU - Pires, Guilherme D.

AU - Stanton, Patricia

AU - Stanton, John

PY - 2004

Y1 - 2004

N2 - 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.

AB - 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.

KW - customer services

KW - customer relations

KW - consumer satisfaction

KW - service industries

KW - quality control

KW - blueprinting

UR - http://handle.uws.edu.au:8081/1959.7/37717

M3 - Conference Paper

SN - 0475222151

BT - ANZMAC 2004 : Marketing Accountabilities and Responsibilities, held at Wellington, New Zealand, 29 November-1 December 2004

PB - ANZMAC

T2 - Australian and New Zealand Marketing Academy Conference

Y2 - 1 December 2013

ER -

The role of customer experiences in the development of service blueprints

Abstract

Conference

Keywords

Other files and links

Fingerprint

Cite this