Information Service Blueprint: A Service Blueprinting Framework for Information-Intensive Services

Chie-Hyeon Lim () and Kwang-Jae Kim ()
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Chie-Hyeon Lim: Department of Industrial and Management Engineering, Pohang University of Science and Technology, Nam-gu, Pohang 790-784, Gyeongbuk, Republic of Korea
Kwang-Jae Kim: Department of Industrial and Management Engineering, Pohang University of Science and Technology, Nam-gu, Pohang 790-784, Gyeongbuk, Republic of Korea

Service Science, 2014, vol. 6, issue 4, 296-312

Abstract: Information-intensive service (IIS) is a type of service in which information interactions have the most effect on service value creation. Recent innovations of information and communication technology have created various types of IISs, and the literature argues that IIS should be a research priority in this information economy. This research proposes a new service blueprinting framework specialized to IISs, called the Information Service Blueprint. The framework user can succinctly capture the big-picture and key points of the complex IIS process in question by blueprinting an IIS. The Information Service Blueprint has served as a basis for blueprinting IISs in IIS design projects with industry and government. An experiment to compare the Information Service Blueprint with the conventional service blueprint also confirms its utility for blueprinting IISs. This research would serve as a basis for analyzing and designing IISs.

Keywords: information-intensive service (IIS); service blueprinting; service visualization; information and communication technology (ICT) (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:inm:orserv:v:6:y:2014:i:4:p:296-312

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