IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v85y2018icp459-466.html

Developing a film-based service experience blueprinting technique

Author

Listed:
  • Pöppel, Jürgen
  • Finsterwalder, Jörg
  • Laycock, Rebecca A.

Abstract

The arts are labelled an important driver of value co-creation. Research suggests that businesses can translate the arts into action using the potency of art forms. Film is one of these art forms available to businesses that are willing to draw value from employing arts-based initiatives and approaches. Film as an art form, as well as its technological evolution, is opening up new perspectives for the service industry, also for designing and managing services. The technique of service blueprinting, developed in the 1980s, has since been applied and improved. Nevertheless, the conventional service blueprinting technique does not properly capture and visualise the customer's service experience. To date, the art form and medium of film has not been suitably conceptualised and integrated into the method of blueprinting of service experiences. This conceptual paper addresses this gap and showcases how digital film can be used for the development of a film-based service experience blueprinting technique to make service issues more comprehensible and service redesign more customer focused.

Suggested Citation

  • Pöppel, Jürgen & Finsterwalder, Jörg & Laycock, Rebecca A., 2018. "Developing a film-based service experience blueprinting technique," Journal of Business Research, Elsevier, vol. 85(C), pages 459-466.
    • Handle: RePEc:eee:jbrese:v:85:y:2018:i:c:p:459-466
    DOI: 10.1016/j.jbusres.2017.10.024
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296317304046
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2017.10.024?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to

    for a different version of it.

    References listed on IDEAS

    as
    1. Amit M. Joshi & Dominique M. Hanssens, 2009. "Movie Advertising and the Stock Market Valuation of Studios: A Case of “Great Expectations?”," Marketing Science, INFORMS, vol. 28(2), pages 239-250, 03-04.
    2. Flie[ss], Sabine & Kleinaltenkamp, Michael, 2004. "Blueprinting the service company: Managing service processes efficiently," Journal of Business Research, Elsevier, vol. 57(4), pages 392-404, April.
    3. Tombs, Alastair G. & McColl-Kennedy, Janet R., 2010. "Social and spatial influence of customers on other customers in the social-servicescape," Australasian marketing journal, Elsevier, vol. 18(3), pages 120-131.
    4. Richard L. Daft & Robert H. Lengel, 1986. "Organizational Information Requirements, Media Richness and Structural Design," Management Science, INFORMS, vol. 32(5), pages 554-571, May.
    5. Stephen L. Vargo & Robert F. Lusch, 2016. "Institutions and axioms: an extension and update of service-dominant logic," Journal of the Academy of Marketing Science, Springer, vol. 44(1), pages 5-23, January.
    6. Finsterwalder, Jörg & Kuppelwieser, Volker G. & de Villiers, Matthew, 2012. "The effects of film trailers on shaping consumer expectations in the entertainment industry—A qualitative analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 19(6), pages 589-595.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Liu, Yihui & Wu, Aiqi & Song, Di, 2022. "Exploring the Impact of Cross-side Network Interaction on Digital Platforms on Internationalization of Manufacturing Firms," Journal of International Management, Elsevier, vol. 28(4).
    2. Stuart Read & Stefan Michel & Jan H. Schumann & Kumar Rakesh Ranjan, 2019. "Pricing co-created value: an integrative framework and research agenda," AMS Review, Springer;Academy of Marketing Science, vol. 9(3), pages 155-183, December.
    3. Nguyen, July & Ferraro, Carla & Sands, Sean, 2020. "Similarity over difference: How congruency in customer characteristics drives service experiences," Journal of Business Research, Elsevier, vol. 121(C), pages 592-603.
    4. Beibei Dong & K. Sivakumar, 2017. "Customer participation in services: domain, scope, and boundaries," Journal of the Academy of Marketing Science, Springer, vol. 45(6), pages 944-965, November.
    5. Karpen, Ingo & Plewa, Carolin, 2020. "From Muso to Academic and Back: A Time and Person-Based Acknowledgement of Michael Kleinaltenkamp," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 4(2-3), pages 75-83.
    6. Xu, Xiao-Yu & Jia, Qing-Dan & Tayyab, Syed Muhammad Usman, 2024. "Exploring the stimulating role of augmented reality features in E-commerce: A three-staged hybrid approach," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    7. Re, Beatrice & Magnani, Giovanna, 2022. "Value co-creation in circular entrepreneurship: An exploratory study on born circular SMEs," Journal of Business Research, Elsevier, vol. 147(C), pages 189-207.
    8. Vanderstraeten, Johanna & van Witteloostuijn, Arjen & Matthyssens, Paul, 2020. "Organizational sponsorship and service co-development: A contingency view on service co-development directiveness of business incubators," Technovation, Elsevier, vol. 98(C).
    9. Kathleen S. Micken & Scott D. Roberts & Jason D. Oliver, 2020. "The digital continuum: the influence of ownership, access, control, and Cocreation on digital offerings," AMS Review, Springer;Academy of Marketing Science, vol. 10(1), pages 98-115, June.
    10. Sanjit K. Roy & Gaganpreet Singh & Corey Hatton & Bidit Dey & Nisreen Ameen & Satish Kumar, 2023. "Customers’ motives to co-create in smart services interactions," Electronic Commerce Research, Springer, vol. 23(3), pages 1367-1400, September.
    11. Windsperger, Josef, 2001. "The fee structure in franchising: a property rights view," Economics Letters, Elsevier, vol. 73(2), pages 219-226, November.
    12. Finsterwalder, Jörg, 2017. "Refugee influx: Repercussions and research agenda for service scholars," Journal of Retailing and Consumer Services, Elsevier, vol. 37(C), pages 177-181.
    13. Yang, Jialiang & Li, Yaokuang & Calic, Goran & Shevchenko, Anton, 2020. "How multimedia shape crowdfunding outcomes: The overshadowing effect of images and videos on text in campaign information," Journal of Business Research, Elsevier, vol. 117(C), pages 6-18.
    14. Mahan, Joseph E. & Seo, Won Jae & Jordan, Jeremy S. & Funk, Daniel, 2015. "Exploring the impact of social networking sites on running involvement, running behavior, and social life satisfaction," Sport Management Review, Elsevier, vol. 18(2), pages 182-192.
    15. Deole, Sumit S. & Deter, Max & Huang, Yue, 2023. "Home sweet home: Working from home and employee performance during the COVID-19 pandemic in the UK," Labour Economics, Elsevier, vol. 80(C).
    16. Christian Bartelheimer & Philipp Heiden & Hedda Lüttenberg & Daniel Beverungen, 2022. "Systematizing the lexicon of platforms in information systems: a data-driven study," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(1), pages 375-396, March.
    17. Ágnes Szukits, 2022. "The illusion of data-driven decision making – The mediating effect of digital orientation and controllers’ added value in explaining organizational implications of advanced analytics," Journal of Management Control: Zeitschrift für Planung und Unternehmenssteuerung, Springer, vol. 33(3), pages 403-446, September.
    18. van Riel, A.C.R. & Lievens, A., 2003. "New service development in high tech sectors: a decision making perspective," Research Memorandum 013, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
    19. Zhang, Yuhao & Li, Qianru & Yan, Jinzhe, 2025. "Exploring multimodal factors in online reviews: A machine learning approach to evaluating content effectiveness," Journal of Retailing and Consumer Services, Elsevier, vol. 84(C).
    20. Ahammad, Mohammad Faisal & Tarba, Shlomo Y. & Liu, Yipeng & Glaister, Keith W. & Cooper, Cary L., 2016. "Exploring the factors influencing the negotiation process in cross-border M&A," International Business Review, Elsevier, vol. 25(2), pages 445-457.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:85:y:2018:i:c:p:459-466. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.