Leveraging Service Blueprinting to Rethink Higher Education
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Abstract
In this paper, by authors Amy L. Ostrom, Mary Jo Bitner, Kevin A. Burkhard, the Center For American Progress takes the position that higher education is a service, or a service system, and that transformative initiatives aiming to address the types of problems noted earlier will benefit from viewing them through a service lens. A service lens puts the customer at the center of improvement and innovation initiatives, considers the customer experience to be a foundation for analyzing and making enhancements, and assumes the customer is a co-creator of value.