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Service Blueprinting: Transforming the Student Experience

Author(s): Mary Jo Bitner, Amy Ostrom, Kevin Burkhard

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…

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Contribute to upcoming issues of EDUCAUSE Review Online by submitting case studies that illustrate the transformative power of IT to create connections—moving from the Information Age to the Connected Age.

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Contribute to upcoming issues of EDUCAUSE Review Online by submitting case studies that illustrate the transformative power of IT to create connections—moving from the Information Age to the Connected Age.

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