When designing and managing services, customer journey mapping and
service blueprints are often used to described and understand the specific
service. However, in many services, when implemented, actual customer
journeys are intersecting in specific spaces. This paper introduces the
touchpoint container as a strong concept to understand resource
integration in spaces where touchpoints from different customer journeys
have been collected. We provide an empirical illustration on what a
touchpoint container is and highlight the features of such a container.