Chap009.1 (1) - 9-1 Part 4 ALIGNING SERVICE DESIGN AND...

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9-1 Part 4 ALIGNING SERVICE DESIGN AND STANDARDS ALIGNING SERVICE DESIGN AND STANDARDS
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9-2 Provider Gap 2
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9-3 Chapter 9 Chapter 9 Service Innovation and Service Innovation and Design Design Service Innovation and Service Innovation and Design Design
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9-4 Types of Service Innovations Major or radical innovations Start-up businesses New services for the currently served market Service line extensions Service improvements Style changes
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9-5 New Service Strategy Matrix for Identifying Growth Opportunities
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9-6 Service Blueprinting A service blueprint is a map that portrays the service system so that the different people involved in providing it can understand and deal with it objectively, regardless of their roles or their individual points of view. A tool for simultaneously depicting the service process, the points of customer contact, and the evidence of service from the customer’s point of view.
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9-7 Service Blueprint Components
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  • Fall '12
  • grear
  • Services management and marketing, Overnight Hotel Stay Service

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