Service Blueprint Quiz

What is a Service Blueprint?

• A plan for physical infrastructure

• A map showing service processes and interactions

• A financial plan of service delivery

• A customer satisfaction survey

Who introduced the concept of Service Blueprinting?

• Philip Kotler

• Shostack

• Porter

• Levitt

The primary purpose of a Service Blueprint is to:

• Reduce service costs

• Visualize service processes and interactions

• Replace customer journey maps

• Design physical products

Which of the following is NOT a benefit of Service Blueprinting?

• Identifying service failures

• Enhancing communication

• Documenting financial budgets

• Clarifying roles of staff

Which industry uses Service Blueprints most commonly?

• Manufacturing

• Agriculture

• Hospitality and Service sector

• Mining

Which line separates customer actions from service provider actions?

• Line of visibility

• Line of interaction

• Line of internal interaction

• Line of implementation

The “Line of Visibility” distinguishes:

• Frontstage from backstage actions

• Managers from staff

• Customers from suppliers

• Visible costs from hidden costs

Backstage actions in Service Blueprint are:

• Activities done directly in front of customers

• Activities invisible to customers but necessary

• External processes of suppliers

• Customer activities

Support processes in Service Blueprint refer to:

• Customer complaints

• Activities supporting service delivery but not visible

• Only IT infrastructure

• Advertising campaigns

Which of the following is always at the top of a Service Blueprint?

• Customer actions

• Physical evidence

• Support processes

• Backstage actions