Service Operations Management Reading:

Bordoloi, S., Fitzsimmons, J., & Fitzsimmons, M. (2019).Service Management. New York: McGraw-Hill Education.

Based on the above Reading, Please discuss and elaborate the following by covering the learning experience and reflection, drawing connection from theory and practice, and integration among different topics.:

Chapter 3 - New Service Development

1) What are the key objectives of blueprinting?

2) What are the key differences between customer journey map and blueprinting?

3) What is design thinking? How is it different from traditional thinking?

4) Under what situations would design thinking be suitable/unsuitable?