Service Blueprinting: A Practical Technique for Service Innovation
| Year of publication: |
2008
|
|---|---|
| Authors: | Bitner, Mary Jo ; Ostrom, Amy L. ; Morgan, Felicia N. |
| Published in: |
California management review : CMR. - Berkeley, Calif. : Haas School of Business, University of California, ISSN 0008-1256, ZDB-ID 2229304. - Vol. 50.2008, 3, p. 66-94
|