The products of service (Lara)
Touchpoints: the material evidence or material systems that support the service performance
Channels: the medium through which users access the service touchpoints
Servicescapes: The physical surroundings/ambiance of a service experience
Service ecologies: Service ecologies aggregate touchpoints, channels, actors & systems of a given service including people, organizations, depts, devisions, everything around the actions of interaction.
Service Blueprints:
a 'glorified timeline', about mapping time, defining interactions & poistioning touchpoints & channels
a time-based matrix, in the X-axis is time, Y-axis is USER-PROVIDERS-VISIBILITY-INTERACTIONS
Lines on Y-axis:
tangible evidences materializing service
a. interface line
actions by user
b. interaction line
actions by service employees mediated thru touchpoints
c. visibility line
actions by service providers to facilitate touchpoints
d. internal interaction line
third parties, etc