고객경험 디자인을 위한 서비스 블루프린트에 대한 고찰

The objective of this study is to recommend a specific methodology to be used by businesses to find elements for customer experience and service quality management. In order to achieve the research objective, the existing service blueprint model was selected as the basic framework, and preceding research studies related to specifically detailed implementation methodologies were explored. This study is significant in that it offers implementation methodology for a service blueprint for businesses within a service quality review paper. The research results would not only help businesses that are concerned about "what" and "how" in the methodology of service quality improvement, but would also assist individuals with the same issue. This study will constitute the early stage of research that will explore the service blueprint model, specifically examining "what" should be improved and "how" to improve it based on current business environment.