Shostack on Service Blueprinting

Most people know Lynn Shostack from her seminal papers on service design for the Harvard Business Review and European Journal of Marketing. She’s also authored chapters on service design in several books, but they’re out-of-print and quite a bit more difficult to come across.

That’s why I was surprised to discover that someone has surreptitiously scanned an entire chapter on service blueprinting [PDF 880k] written by Shostack. It’s tough to tell what book this might be from. Any ideas?


  1. Hi Jeff. It appears to be from Marketing Encyclopedia: Issues and Trends Shaping the Future by by Jeffrey Heilbrunn and Anne Knudsen (1995).

    Someone also has a contents page here which seems to match with the Amazon link.

    Mystery solved🙂

  2. Jeff

    Thanks for tracking down the source Garrick. I have no idea how you found it, but that seems to be it. Much appreciated.




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