Essays on Service Blueprint Assignment

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The paper "Service Blueprint" is a perfect example of a marketing assignment. A service  blueprint is a very important tool in the creation of competitive advantage through giving a detailed description of people, processes and systems that are used in enhancing service delivery (Kerner & Crawford, 2000). In this paper, the hotel industry has been chosen due to several factors. One of the factors is the fact that the hotel industry can only achieve a good competitive advantage by having efficient service delivery. Having quality management in the hospitality industry has also been associated with their success (Solnet & Kandampully, 2008).

At the moment, more than 70% of the world's GDP is made up of the service sector (Kerner & Crawford, 2000). This shows the important role that the service delivery sector plays in the global economy. The hotel industry can only be able to deliver quality services if they all able to incorporate all the relevant concepts in their design. The industry has high competition, which requires that the firm works in ensuring that they have a service blueprint.

If the hotel industry cannot offer services that suit customer needs, they are prone to lose their business. The hotel industry can also use the service blueprint to give the customers an overview of their services. Describe three key elements of physical evidence revealed in the blueprint (photos/images of these elements should be included in the visual portion of the blueprint) and discuss how they influence the customer’ s experience; (4 marks) The tangibles that the customers are supposed to have contact with are known as physical evidence. These are tangibles that have an influence on the customers’ quality perceptions.

The hotel industry has several physical evidence that the customer comes into contact with. The physical evidence in the hotel industry is; exterior hotel parking, cart for bags, desk registration, papers, keys, lobby, elevators, hallways, room, amenities, delivery, tray, food, appearance and bill. These are physical evidence that the consumer interacts with as they board a hotel.


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Kerner, C., & Crawford, E. D. (2000). Blueprint. Minneapolis: Lerner Publications Company.

Rahman, Z. (2004). Developing customer oriented service: A case study. Managing Service Quality, 14 (5), 426-435.

Schneider, B., & White, S. S. (2004). Service Quality: Research Perspectives. Thousand Oaks, CA: Sage Publications.

Sharma, S. P. (2008). Service marketing. Jaipur: Paradise Publishers.

Solnet, D., & Kandampully, J. (2008). How some service firms have become part of “service excellence” folklore. Managing Service Quality, 18 (2), 179-193.

Wood, R. C., & Brotherton, B. (2008). The SAGE Handbook of Hospitality Management. Thousand Oaks, CA: Sage Publications.

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