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Service Innovation By Using Service Blueprinting : A Case Study of Inchon Airport  

Kang, Min-Soo (한양사이버대학교 정보통신공학과)
Baek, Seung-Ik (한양대학교 경영대학)
Choi, Hyung-K. (인천공항공사 인천국제공항공사 서비스 총괄단)
Song, Yun-Young (한양대학교 경영대학)
Choi, Yoon-Jeong (인천공항공사 인천국제공항공사 서비스 총괄단)
Publication Information
Journal of Information Technology Services / v.7, no.3, 2008 , pp. 199-214 More about this Journal
Abstract
Unlike physical goods, service consists of a chain of activities that allow the service to function effectively. In order to enhance customer experiences, service providers should innovate service processes. Service innovation refers to new or considerably changed service processes that deliver added value to the customers. Unfortunately, many of the activities are invisible to both service providers and consumers. In terms of service innovation, service visualization is very critical. When we visualize the current service process, we can identify its problems. This study suggests service blueprinting as a service innovation methodology. In order to demonstrate the usage of the methodology, this study examines departure/arrival services at the airport.
Keywords
Service Innovation; Service Blueprint; SPT (Simplify Passenger Travel) Program; Airport;
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