Tracking service failure throught a service blueprinting method : case study at hotel al Baz el Eulma-Setif

الملخص EN

This study presents a method for representing and analyzing service failure, this method called service blueprinting.

Beside that, this paper discuss the possibility of developing hotel services, therefore, the problem is the contribution of the method of blueprinting in improving service failure at the hotel of Al-Baz, where the results of the study showed that the blueprinting method contributes in avoiding a service failure, it's means that when service organizations apply blueprinting approach one percent it contributes 37 percent to avoid a service failure