#Service blueprint Offline#

For example, traditional unimodal services such as food delivery, shopping, and hotel reservations that were previously available offline have expanded their services to online. This SB helps users systematically understand the processes and formulate strategies for service improvement.Īdvances in mobile devices and information and communication technology (ICT) have made many services available online and offline (Somani, 2015 Mao et al., 2015). The proposed O2O SB presents a complete picture of the entire service delivery process, whether online or offline. An evaluation through expert interviews confirms the completeness, utility, and versatility of the O2O SB. Comparisons of the O2O SB with the conventional Service Blueprint and Information Service Blueprint validate that the O2O SB can address the limitations of existing service blueprints. A comprehensive literature review and text mining analysis are conducted on massive quantities of literature, articles, and application introductions to understand characteristics of the O2O integration and extract keywords relevant to the O2O integration. This study proposes a new service blueprint, called the O2O Service Blueprint (O2O SB), which is specialized in visualizing and analyzing the service processes of the O2O integration. Advances in mobile devices and information and communication technology enable the O2O integration, which has been applied to many services. Online-to-offline (O2O) integration refers to the incorporation of separate online and offline service processes into a single service delivery.

Service blueprint