Developing a film-based service experience blueprinting technique

Type of content
Journal Article
Thesis discipline
Degree name
Elsevier BV
Journal Title
Journal ISSN
Volume Title
Pöppel J
Laycock RA
Finsterwalder, Jörg

The arts are labelled an important driver of value co-creation. Research suggests that businesses can translate the arts into action using the potency of art forms. Film is one of these art forms available to businesses that are willing to draw value from employing arts-based initiatives and approaches. Film as an art form, as well as its technological evolution, is opening up new perspectives for the service industry, also for designing and managing services. The technique of service blueprinting, developed in the 1980s, has since been applied and improved. Nevertheless, the conventional service blueprinting technique does not properly capture and visualise the customer's service experience. To date, the art form and medium of film has not been suitably conceptualised and integrated into the method of blueprinting of service experiences. This conceptual paper addresses this gap and showcases how digital film can be used for the development of a film-based service experience blueprinting technique to make service issues more comprehensible and service redesign more customer focused.

Pöppel J, Finsterwalder J, Laycock RA (2018). Developing a film-based service experience blueprinting technique. Journal of Business Research. 85(C). 459-466.
Blueprinting, Digital film, Touchpoints, Customer experience mapping, Service industry, Arts
Ngā upoko tukutuku/Māori subject headings
ANZSRC fields of research
1505 Marketing
Fields of Research::35 - Commerce, management, tourism and services::3506 - Marketing
Fields of Research::36 - Creative arts and writing::3605 - Screen and digital media
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