The service blueprint serves the purpose of mapping out the process of service delivery with emphasis on
identifying points at which the customer interacts with employees of the firm as well as the supporting functions
that operate behind the scenes.
The service system engineering text in the readings describes a systematic approach for developing service
offerings using the perspective of operations management and industrial engineering. The service system
engineering approach to developing services therefore differs from the service blueprint methodology. In this
discussion, we will explore these differences.
In your initial post:
Define service system engineering in your own words.
Briefly compare and contrast service system engineering with service blueprinting. Consider the degree to
which the different approaches are complementary.
Identify which approach is more likely to minimize gaps in services delivery and customer satisfaction
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