SERVICE BLUEPRINTING CONTRIBUTIONS TO SERVICE PROCESSES: AN INTEGRATIVE LITERATURE REVIEW
DOI:
https://doi.org/10.48090/ciki.v1i1.1228Keywords:
service blueprint, organizations, processes in servicesAbstract
The main objective of this article is to verify in the literature evidence of the main contributions obtained by using the service blueprint (SB) tool on organizational processes in services. To achieve this goal, an integrative literature review it was developed in the Scopus database, considering empirical and theoretical studies, in order to find answers about the effects exerted through the application of service blueprinting within organizations. The results
found shows that service blueprinting is an effective tool on service modeling, it helps in the systemic visualization of processes, in the projection and improvements of services, in the interaction of variables inherent to the services processes, in the promotion of innovations and positively impacts on several aspects related to processes in services, as highlighted in this study.
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