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Cited by 393

The DOI matches its Crossref record; 3 of the 3 references it cites were found in a registry or an index.

Designing Multi-Interface Service Experiences: The Service Experience Blueprint

Patrício, Lia, Fisk, Raymond P., Falcão e Cunha, João·2008·Journal of Service Research
DOI 10.1177/1094670508314264
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Abstract

This article introduces the Service Experience Blueprint (SEB), a multidisciplinary method for designing multi-interface service experiences, and illustrates its application with two case examples of the redesign of the service experiences of a multichannel bank. The SEB method starts by studying the customer service experience to understand customer experience requirements for different service activities and how these requirements can be satisfied through alternative service interfaces. Based on this analysis, the multi-interface service is designed to allocate service activities to the interfaces best suited to provide the desired experience, defining channel specialization and integration. Finally, with the SEB method each service interface is designed to best leverage its unique capabilities and guide customers to other service interfaces whenever that interface better enhances the overall customer experience. By incorporating the contributions of service management, interaction design, and software engineering, the SEB method is a multidisciplinary tool and terminology for service design.

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Cited by

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Metadata

Authors
Patrício, L., Fisk, R. P., & Falcão e Cunha, J.
Venue
Journal of Service Research
Publisher
SAGE Publications
Published
2008-03-13
Volume
10
Issue
4
Pages
318-334
ISSN
  • 1094-6705 (ISSN-L)
  • 1552-7379
DOI
10.1177/1094670508314264
OpenAlex
W2126098905
Cited by
393
References
3
FWCI
59.77
Type
journal article
Language
en
Open access
closed
Licence
journals.sagepub.com/page/policies/text-and-data-mining-license (tdm)

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CoChat. (2026). Citation check: Designing Multi-Interface Service Experiences: The Service Experience Blueprint. https://app.cochat.ai/papers/10.1177/1094670508314264
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Patrício, L., Fisk, R. P., & Falcão e Cunha, J. (2008). Designing Multi-Interface Service Experiences: The Service Experience Blueprint. Journal of Service Research. https://doi.org/10.1177/1094670508314264

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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.