Which of the following is a key feature of service blueprints?

A key feature of service blueprints is the inclusion of customer actions. Service blueprints are strategic tools that visually map out the service delivery process, specifically highlighting the interactions and experiences of customers throughout the service journey. This aspect is crucial because understanding customer actions allows businesses to identify touchpoints, evaluate service quality, and pinpoint areas for improvement.

By representing customer actions within the blueprint, organizations can better analyze how customers engage with services at each stage and anticipate their needs and expectations. This focus facilitates a more customer-centric approach to service design and management, leading to enhanced customer satisfaction and loyalty.