SERVICE ENCONTER

Service Encounters: Blueprinting Modelling Techniques

Service Encounters: Blueprinting Modelling Techniques

Introduction

This video explores the concept of service encounter phenomena using blueprinting modelling technique. Along with the awakening to the domination of services in the world's economies, there is a growing emphasis in business practice on creating meaningful, memorable customer experiences.

Therefore in this respect, this video analysis and redesign the important of service processes becomes an important subject, particularly in advanced quality management approaches such as Six Sigma in which, its service application toolbox needs further development.

Problem in the service encounters- hotels

First of all, there are four common themes ...