Service Blueprinting: An Effective Approach for Targeting Critical Service Processes – With a Case Study in a Four-Star International Hotel

Abstract

While techniques such as service blueprinting has been used mostly for analysis of a single service process, its application in targeting and selecting critical service processes have not been addressed in the literature.  In this paper, the subject of service blueprinting has been demonstrated and applied in targeting critical processes of the front desk encounter of a four star international hotel.  It has been found that among the five mapped processes, the check-in service is targeted as critical and suitable for further analysis and as the first priority for improvement.