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Designing Quality into Services

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AUTHOR(S):

Rajendra S. Sisodia, Assistant Professor of Marketing, George Mason University

 

Blueprinting is a technique that identifies key features in the design of a service. Important opportunities that emerge from this analysis are a better understanding of service"fail points" and a clearer focus on what Rajenda Sisodia refers to "hail poi

 

PUBLISHED: 1992

 

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