The most common mistake made when constructing a service blueprint is:
A)bottlenecks are not identified correctly.
B)failure points are not identified correctly.
C)the blueprint is one-sided − representing only the firm's perception of the process.
D)script norms are misunderstood.
E)the time frame for service execution is miscalculated.

Question

Quizplus · Accepted Answer

Service blueprinting should be customer-focused, not just from the firm's perspective. It is important to identify the entire customer journey, including their emotions and potential pain points, to provide a better understanding of their expectations and requirements.

The Most Common Mistake Made When Constructing a Service Blueprint