Institute for excellence in services

Student Examples of Service Blueprints

Teams of students were give the task of developing a service blueprint for local service business. The intent of the assignment was for them to analyze the service process for this company and graphically capturing the process on paper. This is an assignment required for students in Services Marketing (MKT 405). A detailed descrption of service blueprints can be found in Chapter 9 of the textbook: Valarie A. Zeithaml, Mary Jo Bitner, and Dwayne D. Gremler (2006), Services Marketing: Integrating Customer Focus Across the Firm, 4th Edition. New York: Irwin/McGraw-Hill.

The links provided below are for three of the better service blueprints created by student teams during the 2006-2007 academic year. (PowerPoint files are large and may take a while to open).

Wood County Hospital (for emergency room services)

Soto Salon (for hairstyle services)

Blockbuster Video (for movie rental services—both online and in-store)