Chap 08
Service Blueprinting: A Practical Technique for Service Innovation Bitner M., Ostrom A., Morgan F.
1 Chapter 7 Product Design and process Selection – Services Service Generalizations Service Strategy Service-System Design Matrix Service Blueprinting.
Service Processes Chapter 8. Service Strategy: Focus & Advantage Service-System Design Matrix Service Blueprinting Service Fail-safing Characteristics.
Product Design and Process Selection: Services
Dengue Epidemic 2010
