Abstract-In the field of service design, modeling is often used to visually represent the structures, flow, and operations of a service. This modeling, usually referred to as a "workflow" or "service blueprint", is usually conceptualized in a linear or matrix form. These models, while useful for visualizing the structures and processes involved in service production, fail to consider the contribution of human factors -motivation, emotion, satisfaction, etc. -that are also essential elements of service interactions. It is therefore necessary to focus on the satisfaction and behavior of customers and employees. The ultimate goal is to try to eliminate the obstacles and conflicts of human order to generate an improvement of the whole service. We propose the development of an "enhanced" service blueprint which includes human factors dimensions, and attempt to compare its use to that of a traditional blueprint.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.