The blueprint is an operational tool that describes the nature and the characteristics of the service interaction in enough detail to verify, implement and maintain it. It is based on a graphical technique that displays the process functions above and below the line of visibility to the customer: all the touchpoints and the back-stage processes are documented and aligned to the user experience.
(1977) Lynn G. Shostack, Breaking Free from Product Marketing, in Journal of Marketing n° 41
(1984) Lynn G. Shostack, Designing services that deliver in Harvard Business Review n° 62
(1991) G. Hollins, W. Hollins, Total Design: Managing the design process in the service sector, Trans Atlantic Publications
(2004) R. Kalakota, M.Robinson, Services Blueprint: Roadmap for Execution, Addison-Wesley, Boston.
(2001) Lynn G. Shostack, How to Design a Service, in European Journal of Marketing n°16
(2007) Mary Jo Bitner, Amy L. Ostrom, Felicia N. Morgan, Service Blueprinting: A Practical Tool for Service Innovation, Centre for Services Leadership, Arizona State University, paper.