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Amy L. Ostrom

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Leveraging Service Blueprinting to Rethink Higher Education Report
The solution to many of higher education's issues lies in designing and delivering student-focused educational experiences that meet their needs and desired outcomes. (Flickr/<a href=jeremy.wilburn)" data-srcset="https://www.americanprogress.org/wp-content/uploads/sites/2/2011/10/service_blueprinting_onpage.jpg?w=610 610w, https://www.americanprogress.org/wp-content/uploads/sites/2/2011/10/service_blueprinting_onpage.jpg?w=610 610w, https://www.americanprogress.org/wp-content/uploads/sites/2/2011/10/service_blueprinting_onpage.jpg?w=610 610w, https://www.americanprogress.org/wp-content/uploads/sites/2/2011/10/service_blueprinting_onpage.jpg?w=500 500w, https://www.americanprogress.org/wp-content/uploads/sites/2/2011/10/service_blueprinting_onpage.jpg?w=250 250w" data-sizes="auto" />

Leveraging Service Blueprinting to Rethink Higher Education

Amy L. Ostrom, Mary Jo Bitner, and Kevin A. Burkhard argue that higher education improvements and innovations should be viewed through a service lens and driven by focusing on students as customers.

Amy L. Ostrom, Mary Jo Bitner, Kevin A. Burkhard