Perceptual blueprinting

Abstract

Examines the ′perceptual blueprinting technique′, a standardised method used to encourage service quality and effectiveness by identifying the organisation′s service delivery system and any failure points it may have. Describes the research method used to generate perceptual blueprinting and provides a case example of its use in hotel services within National Health Service (NHS) hospitals in the United Kingdom.

Citation

Randall, L. (1993), "Perceptual blueprinting", Managing Service Quality: An International Journal, Vol. 3 No. 4, pp. 7-12. https://doi.org/10.1108/EUM0000000003173