IMPACT OF SERVICE BLUEPRINTING ON EMPLOYEE ROLE CLARITY AND SERVICE DELIVERY EFFICIENCY: A STUDY OF FOOD DELIVERY SERVICES IN CHENNAI
  https://doi.org/10.65725/JCMCE/2/2/001
JOURNAL OF CONTEMPORARY TRENDS IN MANAGEMENT, COMMERCE AND ECONOMICS (JCMCE) 
ISSN: 3108-3501
Volume 2 Issue 2, Apr-Jun 2026

Abstract:
Service blueprinting has emerged as a critical tool in service design and management, enabling organizations to visualize processes, align employee roles, and enhance service efficiency. This study examines the impact of service blueprinting on employee role clarity and service delivery efficiency in food delivery services in Chennai. Using a quantitative research approach, data were collected from employees working in leading food delivery platforms and restaurants. The study finds that service blueprinting significantly improves role clarity by clearly defining front-stage and back-stage responsibilities, which in turn enhances coordination, reduces errors, and increases service delivery efficiency. The results suggest that organizations adopting structured blueprinting practices experience better operational performance and customer satisfaction. The study contributes to service management literature by linking process visualization tools with human resource efficiency in the rapidly growing food delivery sector.

Authors: Dr. D. Monica

Keywords: Service Blueprinting, Role Clarity, Service Efficiency, Food Delivery Services, Chennai, Operations Management.