Concepedia

Service Fail Points

Service Fail Point is a diagnostic construct in service blueprinting that identifies specific locations within a service process where the risk of service failure is highest due to the intersection of customer interaction, employee action, and system dependency.

14

Publications

429

Citations

41

Authors

27

Institutions

Publications per year

2017–2026

4

Variants

Service Fail Point

Parents

Publications

14

Combining Service Blueprint and FMEA for Service Design

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

, , +16

Don’t try harder: using customer inoculation to build resistance against service failures

Sven Mikolon, Benjamin Quaiser, Jan Wieseke · Journal of the Academy of Marketing Science · 2014 · 56 citations · Full text

, , +15

Multivariate Statistical Model for Predicting Occurrence and Location of Broken Rails

C. Tyler Dick, Christopher P. L. Barkan, Edward R. Chapman et al. · Transportation Research Record Journal of the Transportation Research Board · 2003 · 55 citations

, , +16

Design and process optimization of combined medical and elderly care services: An integrated service blueprint–TRIZ model

An‐Jin Shie, Weifeng Wu, Ming Yang et al. · Frontiers in Public Health · 2022 · 42 citations · Full text

, , +17

Identification of Fail Points for Discharging Pediatric Patients With New Tracheostomy and Ventilator

Sarah A. Sobotka, Lindsey P. Hird‐McCorry, Denise M. Goodman · Hospital Pediatrics · 2016 · 39 citations

, , +15

1–5 of 14

Authors

41

  1. VA
    Vinícius Andrade Brei

    Universidade Federal do Rio Grande do Sul, Brazil

    1 publications · 10 citations

    1

    h-index

  2. ER
    Edward R. Chapman

    University of Illinois Urbana-Champaign, United States

    1 publications · 55 citations

    1

    h-index

  3. FL
    Frank Leymann

    University of Stuttgart, Germany

    1 publications · 17 citations

    1

    h-index

  4. DL
    Dominik Lücke

    Fraunhofer Institute for Manufacturing Engineering and Automation, Germany

    1 publications · 17 citations

    1

    h-index

  5. JW
    Jan Wieseke

    Ruhr University Bochum, Germany

    1 publications · 56 citations

    1

    h-index

1–5 of 41

Institutions

27

  1. University of Gothenburg

    Gothenburg, Sweden

    1 h-index

    1 publications

    15 citations

  2. Krirk University

    Bangkok, Thailand

    1 h-index

    2 publications

    84 citations

  3. University of Chicago

    Chicago, United States

    1 h-index

    1 publications

    39 citations

  4. Northwestern University

    Evanston, United States

    1 h-index

    1 publications

    39 citations

  5. FOM University of Applied Sciences for Economics and Management

    Essen, Germany

    1 h-index

    1 publications

    56 citations

  6. Ruhr University Bochum

    Bochum, Germany

    1 h-index

    2 publications

    112 citations

  7. Universitat Ramon Llull

    Barcelona, Spain

    1 h-index

    1 publications

    23 citations

  8. Victoria University of Wellington

    Wellington, New Zealand

    1 h-index

    2 publications

    26 citations

1–8 of 27

Venues

  1. Total Quality Management

    1 publications · 16 citations

    1

    h-index

  2. Hospital Pediatrics

    1 publications · 39 citations

    1

    h-index

  3. Journal of the Association for Information Systems

    JAIS · 1 publications · 13 citations

    1

    h-index

  4. Service Business

    1 publications · 12 citations

    1

    h-index

  5. Managing Service Quality

    MSQ · 1 publications · 15 citations

    1

    h-index

1–5