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In 2008, Bitner, Ostrom and Morgan [10] departed from the idea that services are processes designed to deliver customer experiences, and to control their output they proposed the Service Blueprint, a visual tool to design the services and compare the desired service against the actual delivery, and make the necessary adjustments to design the moments of truth (as proposed by Carlzon [11]) and ...
The Fourth Industrial Revolution has been defined as technological developments in cyber-physical systems such as high capacity connectivity; new human-machine interaction modes such as touch interfaces and virtual reality systems; and improvements in transferring digital instructions to the physical world including robotics and 3D printing ...