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This chapter aims to present and analyze how the methodology/approach of service blueprinting may contribute to managing and offering high quality experiences to sport tourists.

In this study we use a combination of theoretical tools to develop a finalized services blueprint map for sport events. The method consists of a literature review and a presentation of empirical findings. First, using a case study, we present the process through which a small-scale sport event blueprint map was constructed. Secondly, based on a meeting with the management staff and the use of diaries, we analyze the comments of tourists in the sport event area. Thirdly, we compare and describe the main contact points between the front-line staff and sport event tourists in a service blueprint. Finally we apply the six dimensional construct domain analysis of service experiences and combine this information in a table format for the Failure, Effect, and Action analysis.

This study shows that observation, diaries, service blueprints, comment management, and FMEA (Failure Mode and Effects Analysis) are a range of corporate research approaches and management tools that can offer new insights into the theory and praxis of service management applications and can improve the experiences of sports tourists.

This study is related to sport rural events. Researchers have to check with the same method to study the results also in other sport events.

The analysis of Small-Scale Sport Event Services Blueprinting can be combined with other useful managerial tools, like the Failure Mode and Effects Analysis to better manage the contact points, the “moments of truth” of tourist experiences in the sport event service system. In addition, the SMF case study shows that it is useful to point out the problematic areas in the service system using combined methods and managerial tools with the aim of enhancing and contributing to better manage sport tourism event experiences.

It presents the new idea of combining theoretical constructs and measurement tools in order to blueprint, analyze, and create service customer experiences.

Accident emergency hospital (AEH) services require cohesive, collective, uninterrupted streamlined medical diagnostic and satisfactory patient care. Medical service efficiency in AEHs is difficult to quantify due to the clinical complexity involved in treatment involving various units, patient conditions, changes in contemporary medical practices and technological developments. This paper aims to show how to measure efficiency by eliminating waste in AEH system, identify service failure points, identify benchmark medical services, identify patient throughput time and measure treatment time when AEH services are nonstandard. The applications shown in this paper are distinct in particular; we the authors use nontraditional and systems engineering approach to collect data as the traditional data collection is difficult in real-time AEHs.

The authors show in this study how to measure overall patient treatment time from admission to discharge. Project evaluation and review technique (PERT) captures the inconsistencies involved in measuring treatment time, including measures of variability. The irregular treatment time and complexity involved in the emergency health-care services are usual. The research methodology illustrates how the time function map and service blueprint can improve value-added time in AEHs and benchmark services between similar AEHs.

The inconsistency in treatment time between AEH in public and private hospital is found to be in ratio of 1:20. The private hospital suggests variety of treatments and long stays for recovery. The PERT computations show that the average time a patient remains in a government AEH is about 10 days. The standard deviation of the AEH treatment time is about 0.043 per cent of the expected patient care time. The inconsistency is not significant as compared to the expected value. In 89.64 per cent of the cases, a patient may be discharged in less than 10 days’ time. The patient on average is discharged in 13 days in a private hospital.

The patient treatment time of an AEH is evaluated with PERT project management approach to account for inconsistencies in treatment time. This research makes new contributions in benchmarking AEH throughput time, identify medical service failure points with service blueprint, measure the efficiency with time function map and collect patient data with nontraditional methods. The inherent inconsistencies in a clinical process are identified by PERT analysis with the variance as a characteristic of the treatment time. Improvement of variability implies cost reduction in AEH system.

Demand-based pricing fixes price according to customers’ perceptions of service value and to their resulting willingness to pay. This pricing approach enables service companies to align their prices to customers’ preferences and to their expenditure propensity. Accordingly, it can generate higher margins than other pricing approaches. Nevertheless, this approach is difficult to implement operationally. Consequently, in order to overcome these implementation difficulties, the purpose of this paper is to provide a demand-based pricing approach based on the user-friendly technique of service blueprint (SB).

The methodology relies on the design science leads. Design science deals with creating artefacts or models for supporting human or organizational purposes; such artefacts have to be assessed against criteria of utility or value for users. Accordingly, an experimental action research is performed for both implementing and testing the proposed pricing approach.

Starting from the main difficulties hindering implementation of demand-based pricing, SB is proved to enable companies to overcome such difficulties and to support its implementation. Moreover, by employing SB, an innovative approach for fixing service prices is provided.

The proposed approach enables managers of service companies to overcome difficulties of demand-based pricing and to employ pricing strategies according to demand-based drivers.

In line with a recent call for research on service pricing, this paper develops a new pricing approach, which is able to promote demand-based pricing.

Customers' role in value creation has changed dramatically over the past few years. Today, many firms view customers as co‐creators of value. Until recently, however, attention to customer integration was mainly directed toward customers' role in a firm's given supply processes. The goal of this paper is to show that processes on the customer side are equally important for the overall success of value creation.

The reasoning for the role of customers is based on a theoretical discussion of customer integration, blueprints and customer scripts. Relating this work to the general problem of transaction costs from information asymmetries, the paper develops a typology of how customer scripts can be applied in various situations.

It is found that customer scripts can have a positive effect on interactive value creation because they enable companies to build a holistic process image for all process participants.

Marketing must rethink its role as an agent of companies. Indeed, in interactive value creation, boundaries blur. However, the results lack broad empirical confirmation.

It is argued that firms must adopt a customer perspective and provide an approach of how to achieve this.

The paper reintroduces scripts in the marketing discussion. In addition, it provides a new typology of situations in interactive value creation.

Nonprofits that expand their work beyond their home country’s borders have to perform in unfamiliar territory, with unfamiliar risks, in cooperation or collaboration with unfamiliar people, on topics or problems that likely sit at the intersection of public, private, and social sectors. How can a global nonprofit’s leaders best prepare themselves to meet these challenges when taking an organization global or seeking to gain traction in new geographies? To answer these questions, this chapter describes four prominent ensemble configurations, and then suggests what global nonprofits can do to develop leaders who can pull the most value from diversity. It also describes four distinct “blueprints” for operating models, and how to shift to a different model, as a leadership team, with members who, together, possess a deep knowledge of the various markets in which the nonprofit operates.

The purpose of this study is to build a generic model for relational development of a value proposition for a service concept. The study seeks to answer two questions: First, what kind of process is practical for joint development of a service concept in customer–service provider collaboration? Second, what are the functional principles for such collaboration?

A participative, design science approach was used to develop the model for a joint-development process. Researchers developed and analyzed joint activities between a provider of industrial maintenance service solutions and its customer during the process of co-developing a service concept for factory maintenance.

The study suggests that a co-development process has to integrate service blueprinting, a stage-gate philosophy, dialogical interaction principles and elements of joint learning to meet the requirement for both efficiency and relationality.

The study develops a generic model for collaborative development of value propositions that integrates the aforementioned elements of separate streams of research. Applying the developed model to different contexts would further verify and enhance it.

The model can be applied to the development of a value proposition in different collaborative development situations to enhance interplay between efficiency and relationality.

The study illustrates a generic model for joint service concept development and proposes a solution balancing contradictory requirements in such a collaboration.

The purpose of this paper is to develop a practical implementation blueprint for the attainment of food security for all Nigerians based on sustainable agricultural practices.

This paper conducted a critical review of 66 peer-reviewed empirical articles on various sustainable agricultural case studies. The evidence obtained from this review and the in-depth knowledge of the authors regarding the Nigerian agricultural landscape was used to develop a practical implementation blueprint for achieving food security in the country.

The food security for all Nigerians (FOSFAN) blueprint was developed and comprising of eight practical and interconnected steps. These steps take into consideration the synergistic effort of the government, the ministry of agriculture and its corresponding agencies in ensuring that farmers attain sustainable practices in their endeavour.

The findings of this paper will contribute to existing literature on food security and will also serve as a baseline for deeper empirical exploration of the impact of sustainable agricultural practices on food security in Nigeria (a country in the Sub-Saharan region).

The FOSFAN blueprint provides a practical and comprehensive step-by-step guide, which the Nigerian Ministry of Agriculture can use to achieve food security for all Nigerians.

This paper is addressed towards the development of food security plan in the Nigerian context in which the Nigerian Government ensures the availability of food to all its citizens in a bid to achieve “Zero Hunger”, which is the second Sustainable Development Goal.

The FOSFAN blueprint is a proactive guide that takes into consideration the importance of cultural and socioeconomic nuances in the development of a sustainable agriculture policy in a developing country context.

This paper aims to present an interview with Professor Ron Adner, author of The Wide Lens.

The paper presents an interview with Professor Ron Adner, author of The Wide Lens to ask about his structured approach to uncovering the hidden sources of dependence in innovation ecosystems that undermine collaboration efforts. Adner describes how to use the tools he has developed to assess, map and analyse innovation ecosystems. Adner explains that when delivering value depends on the combined efforts of multiple innovation partners – both within and across firms – executing brilliantly does not prevent failure if the other partners stumble. Numerous case studies are reported and a new set of analysis tools is introduced.

Adner reveals that success in new product/service ecosystems requires innovation partners that are both able and willing to participate in a novel solution.

The paper notes that seeing innovation as ecosystem management produces many new insights about effective implementation.

This purpose of this paper is to report on the development of an evidence-informed framework created to facilitate the formulation of generative artificial intelligence (GenAI) academic integrity policy responses for English medium instruction (EMI) higher education, responding to both the bespoke challenges for the sector and longstanding calls to define and disseminate quality implementation good practice.

A virtual nominal group technique engaged experts (n = 14) in idea generation, refinement and consensus building across asynchronous and synchronous stages. The resulting qualitative and quantitative data were analysed using thematic analysis and descriptive statistics, respectively.

The GenAI Academic Integrity Policy Development Blueprint for EMI Tertiary Education is not a definitive mandate but represents a roadmap of inquiry for reflective deliberation as institutions chart their own courses in this complex terrain.

If repeated with varying expert panellists, findings may vary to a certain extent; thus, further research with a wider range of stakeholders may be necessary for additional validation.

While grounded within the theoretical underpinnings of the field, the tool holds practical utility for stakeholders to develop bespoke policies and critically re-examine existing frameworks.

As texts produced by students using English as an additional language are at risk of being wrongly accused of GenAI-assisted plagiarism, owing to the limited efficacy of text classifiers such as Turnitin, the policy recommendations encapsulated in the blueprint aim to reduce potential bias and unfair treatment of students.

The novel blueprint represents a step towards bridging concerning gaps in policy responses worldwide and aims to spark discussion and further much-needed scholarly exploration to this end.