Concepedia

Service Blueprint Analysis

Service Blueprint Analysis is a methodological framework in service process design that systematically maps and evaluates the sequential interactions between customers, front-stage employee actions, back-stage operations, and support processes to identify critical service failure points and improvement opportunities.

29

Publications

1.4K

Citations

82

Authors

38

Institutions

Publications per year

2017–2026

10

Parents

Publications

29

Designing Multi-Interface Service Experiences

Lia Patrício, Raymond P. Fisk, João Falcão e Cunha · Journal of Service Research · 2008 · 391 citations

, , +15

Operationalizing Co-Production in Public Services Delivery: The contribution of service blueprinting

Zoe Radnor, Stephen P. Osborne, Tony Kinder et al. · Public Management Review · 2013 · 232 citations · Full text

, , +15

Combining Service Blueprint and FMEA for Service Design

Pao‐Tiao Chuang · Service Industries Journal · 2007 · 105 citations

, , +16

Service design blueprint approach incorporating TRIZ and service QFD for a meal ordering system: A case study

Yu-Hui Wang, Ching‐Hung Lee, Amy J.C. Trappey · Computers & Industrial Engineering · 2017 · 85 citations

, , +13

Service design for intelligent parking based on theory of inventive problem solving and service blueprint

Ching‐Hung Lee, Yu-Hui Wang, Amy J.C. Trappey · Advanced Engineering Informatics · 2014 · 68 citations

, , +15

1–5 of 29

Authors

82

  1. TK
    Tony Kinder

    University of Edinburgh, United Kingdom

    2 publications · 249 citations

    2

    h-index

  2. ZR
    Zoe Radnor

    University of Warwick, United Kingdom

    2 publications · 249 citations

    2

    h-index

  3. JM
    Jean Mutton

    University of Derby, United Kingdom

    2 publications · 249 citations

    2

    h-index

  4. CL
    Ching‐Hung Lee

    Xi'an Jiaotong University, China

    2 publications · 153 citations

    2

    h-index

  5. YW
    Yu-Hui Wang

    National Health Research Institutes, Taiwan

    2 publications · 153 citations

    2

    h-index

1–5 of 82

Institutions

38

  1. National Taipei University of Technology

    Taipei, Taiwan

    2 h-index

    3 publications

    221 citations

  2. Loughborough University

    Loughborough, United Kingdom

    2 h-index

    2 publications

    249 citations

  3. University of Derby

    Derby, United Kingdom

    2 h-index

    2 publications

    249 citations

  4. National Tsing Hua University

    Hsinchu, Taiwan

    2 h-index

    2 publications

    153 citations

  5. University of Edinburgh

    Edinburgh, United Kingdom

    2 h-index

    4 publications

    498 citations

  6. The University of Melbourne

    Melbourne, Australia

    2 h-index

    4 publications

    45 citations

  7. Sapienza University of Rome

    Rome, Italy

    1 h-index

    1 publications

    20 citations

  8. Korea Aerospace University

    Goyang-si, South Korea

    1 h-index

    2 publications

    46 citations

1–8 of 38

Venues

  1. Cornell Hospitality Quarterly

    CQ · 1 publications · 27 citations

    1

    h-index

  2. Worldwide Hospitality and Tourism Themes

    WHATT · 1 publications · 17 citations

    1

    h-index

  3. Processes

    1 publications · 28 citations

    1

    h-index

  4. Alexandria (UniSG) (University of St.Gallen)

    Repository · 1 publications · 12 citations

    1

    h-index

  5. Sustainability

    1 publications · 23 citations

    1

    h-index

1–5