Service Blueprinting: Practical Technique for Service Innovation HBS Case Analysis


Subjects Covered
Customer relationship management
Customer service
Innovation

by
Mary Jo Bitner,
Amy L. Ostrom,
Felicia N Morgan

Source: California Management Review

30 pages.
Publication Date: May 01, 2008. Prod. #: CMR397-PDF-ENG

Service Blueprinting: A Practical Technique for Service Innovation Harvard Case Study Solution and HBR and HBS Case Analysis