Service Marketing: Service Blueprint for a Movie Going Experience

1. JAIN UNIVERSITY
CMS BUSINESS SCHOOL
BATCH 2015-17 SEMESTER 4
ASSIGNMENT- III
SUBMITTED TO
Prof. Sharat Kumar
Submitted By:
Zaheer Sayyed 15MBA14212
SECTION- E

2. Service blueprintfor Movie theatre service:
Physical Evidence
CustomerAction
Contact Person
On Stage
Contact Person
Off Stage
Support
Processes
ParkingLot
Exterior of the building
Movie Poster
Screening Schedule
Line Holders Employees
Money
Actual Tickets
Computer
Refreshments
Refreshment Stands
Employees
Money
Restroom Interior
Arrive at theatre Decide onwhat
movie tosee
and when
Get inbooking
line
Receive Ticket Get refreshmentsanduse
Restroom
Employee greetsyou,takesthe
moneyandgivesyouthe ticket
Employee takesmoneyand
givesyourefreshments
Telephone
*hotline*
Online ticketsales
Computer
Processing
Preparationof refreshmentsKiosk
(Line of Interaction)
(Line of Visibility)
(Line of Internal Interaction)

3. Physical Evidence
CustomerAction
Contact Person
On Stage
Contact Person
Off Stage
Support
Processes
Sign of Movie
Doors to Screen
Interiors of the
theatre (steps,
seats, lights, etc.)
Other movie goers
Lights dim
Movie begins
Lights Brighten, Movie pauses, Refreshment
Refreshment Stands,
Employees, Money and
Restroom Interior
Lights
Brighten
Credits On
ParkingLot
Exterior of
Building
Intermission
Findthe right
theatre
Findthe seat Watch Movie Get refreshmentsanduse
Restroomandget back to their
seats.
Exit
Theatre
Leave
building
and getinto
the car
Ushersand
othermovie
goers
Employee takes
moneyandgives
yourefreshments
Employee dims
lightsandstarts
projector
Employee
Brighten
Lights
Employees
cleanthe
theatre
Projection
System
Preparationof
refreshments
Lights dim
Movie
Resumes
Continue
watching
movie
Employee dims
lightsandre-
starts projector
Projection
System
Employee Brighten
Lightsand pauses
projector