Perceptual blueprinting
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 April 1993
Abstract
Examines the ′perceptual blueprinting technique′, a standardised method used to encourage service quality and effectiveness by identifying the organisation′s service delivery system and any failure points it may have. Describes the research method used to generate perceptual blueprinting and provides a case example of its use in hotel services within National Health Service (NHS) hospitals in the United Kingdom.
Keywords
Citation
Randall, L. (1993), "Perceptual blueprinting", Managing Service Quality: An International Journal, Vol. 3 No. 4, pp. 7-12. https://doi.org/10.1108/EUM0000000003173
Publisher
:MCB UP Ltd
Copyright © 1993, MCB UP Limited