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?