University of Sussex
Browse

File(s) not publicly available

Service blueprinting effectiveness: drivers of success

journal contribution
posted on 2023-06-08, 16:04 authored by Giannis Kostopoulos, Spiros Gounaris, Achilleas Boukis
Purpose – The aim of the present study is to theoretically elaborate the Service Blueprinting (SB) effectiveness concept and integrate it within a conceptual framework, with specific antecedents and the moderating role of two major service characteristics: complexity and divergence. Design/methodology/approach – In order to validate the theoretical framework, a field study in 102 hotels was conducted, with the use of a structured questionnaire. Findings – The results validate the research instrument used to capture SB effectiveness and indicate market orientation, service climate and service design formality as its three major antecedents. Moreover the degree of complexity and divergence of the service process were found to positively moderate the aforementioned relationships. Research limitations/implications – The study's limitations rely on the business and national context as long as the lack of distinction between newly developed services and service modifications. Also, further research should also integrate the influence that SB effectiveness has on a service provider's organizational function and customers’ perceptions on service quality. Practical implications – The study provides a useful guide on how a service blueprint should be designed and also the different approaches that should be taken into consideration according to the type of service that is mapped. Originality/value – The effectiveness of the SB process is conceptualized for the first time and explored in a quantitative research. Also, for the first time, specific organizational factors are indicated as major antecedents of SB effectiveness and two service characteristics are found to moderate these influences.

History

Publication status

  • Published

Journal

Managing Service Quality

ISSN

0960-4529

Publisher

Emerald

Issue

6

Volume

22

Page range

580-591

Department affiliated with

  • Business and Management Publications

Full text available

  • No

Peer reviewed?

  • Yes

Legacy Posted Date

2013-10-14

Usage metrics

    University of Sussex (Publications)

    Categories

    No categories selected

    Exports

    RefWorks
    BibTeX
    Ref. manager
    Endnote
    DataCite
    NLM
    DC