Problem
i. What does a typical service blueprint depict? While at Six Flags over Georgia, Mitch had his picture taken with Tweetie Bird, one of the many Warner Brothers characters that tour the park. Which component of the service blueprint does the picture exemplify?
ii. Research has indicated service providers need to focus on the "back end" of the service encounter sequence. What does this mean for an airline?
iii. Discuss the ways in which companies are using "big data" to define service standards and improve the customer experience.