When creating a blueprint for a technology-delivered self service,a row labeled "onstage technology" can be added to the blueprint:
A) Only in place of the onstage contact employee action row
B) Only in addition to the onstage contact employee action row
C) Either in place of or in addition to the onstage contact employee action row
D) Above the physical evidence row
E) Below the support process row

Question

Quizplus · Accepted Answer

The "onstage technology" row can be added either in place of or in addition to the "onstage contact employee action" row. This is because the technology-delivered self-service is the main feature of the blueprint, and it needs to be included in the blueprint. The other rows, such as physical evidence and support process, can remain in their respective positions.

When Creating a Blueprint for a Technology-Delivered Self Service,a Row