Service Blueprinting is a structured service design methodology that visually maps the sequence of customer interactions and corresponding front-stage and back-stage service processes to delineate the operational logic and touchpoints defining a service experience.
59
Publications
5.2K
Citations
144
Authors
75
Institutions
Publications per year
2017–2026
13
Publications
59
G. Lynn Shostack · European Journal of Marketing · 1982 · 1K citations
Management, Design, Marketing +11
Blueprinting the service company
Sabine Fließ, Michael Kleinaltenkamp · Journal of Business Research · 2002 · 391 citations
1–5 of 59
Authors
144
- YS
3
h-index
- AL
3
h-index
- SK
3
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- LW
3
h-index
- MJ
3
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1–5 of 144
Institutions
75
The University of Melbourne
Melbourne, Australia
3 h-index
6 publications
117 citations
University of Derby
Derby, United Kingdom
2 h-index
2 publications
249 citations
Loughborough University
Loughborough, United Kingdom
2 h-index
2 publications
249 citations
Freie Universität Berlin
Berlin, Germany
2 h-index
4 publications
523 citations
Bond University
Gold Coast, Australia
2 h-index
4 publications
40 citations
Sungkyunkwan University
Seoul, South Korea
2 h-index
9 publications
130 citations
Pohang University of Science and Technology
Pohang, South Korea
2 h-index
4 publications
204 citations
University of Edinburgh
Edinburgh, United Kingdom
2 h-index
4 publications
498 citations
1–8 of 75
Venues
- Managing Service Quality
MSQ · 3 publications · 84 citations
3
h-index
- Sustainability
2 publications · 91 citations
2
h-index
- Business Process Management Journal
BPMJ · 2 publications · 136 citations
2
h-index
- Journal of Business Research
JBR · 2 publications · 419 citations
2
h-index
- Computers & Industrial Engineering
2 publications · 136 citations
2
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1–5