Abstract
In general, customers are one of elements in service system. Customers are sometimes involved in service production process. This paper aims at proposing a representation method for interactions between customer and service. First, "service encounter" and "service blueprint" in the field of service marketing are explained. Second, some problems in service blueprint are pointed out from the viewpoint of service engineering. Third, a new design process to describe service blueprint and service encounter is proposed.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callMore From: The Proceedings of Design & Systems Conference
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
