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Service Blueprinting: Transforming the Student Experience
Mary Jo Bitner is Professor of Marketing, PetSmart Chair, and Executive Director of the Center for Services Leadership in the W. P. Carey School of Business, Arizona State University. Amy L. O…
Business Model Innovation: A Blueprint for Higher Education
Christine Flanagan is Student Experience Lab Director for the Business Innovation Factory . Established in 2004, BIF designs, prototypes, and tests new models in education, health car…
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