O'Reilly logo

Essentials of Services Marketing, Second Edition by Christopher Lovelock, Patricia Chew, Jochen Wirtz

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Chapter 8. Designing and Managing Service Processes

Learning Objectives

By the end of this chapter, the reader should be able to:

Image LO 1 Explain what we can learn from flowcharting a service.

Image LO 2 Tell the difference between flowcharting and blueprinting.

Image LO 3 Develop a blueprint for a service process with all the typical design elements in place.

LO 4 Understand how to use fail-proofing to design fail points out of service processes.

LO 5 Know ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required