When creating a blueprinting 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 depending on whether the self-service technology completely replaces employee interaction or is used in conjunction with it. This allows for a more comprehensive blueprint that takes into account the role of technology in the service encounter.

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