What are service blueprint components?
o Customer Actions: the steps, choices, activities and interactions that the customer performs in the process of purchasing, consuming and evaluating the service.
• line of interaction: direct interactions between the customer and the organization.
o "Onstage" Contact Employee Actions: the steps and activities that the contact employee performs that are visible to the customer.
• line of visibility: Separates all service activities that are visible to the customer from those that are not visible.
o "Backstage" Contact Employee Actions: Those contact employee actions that occur behind the scenes to support the onstage activities.
• Line of internal interaction: Separates contact employee activities from those of service support processes and people.
o Support Processes: Covers the internal services, steps and interactions that take place to support the contact employees in delivering the service.
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