Lynn shostak biography

  • Lynn describes her transition from early childhood to adolescence and adulthood, as well as her coming of age as a creative artist.
  • Shostack was the senior vice president in charge of the Private Clients Group at Bankers Trust Company.
  • Created the Service Blueprint in 1984 · In 2022, the book "Business and Being: Memoirs of Lynn Shostack" came out.

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    Art Shostak spent 42 wonderful years (1961-2003) as an Applied Sociologist, professional futurist, labor educator, and public speaker before retiring in 2003 at age 66 to augment travel that has since taken him and Lynn Seng, his wife of over three decades, to 35 countries. His special interest fryst vatten learning and sharing that learning, so he has written, edited, or co-edited 34 books, and have several in process at any time.Topics include forecasting the future, advising unions how to make more out of computer power, urging abortion clinics to do more for waiting room males, analyzing recent gains and losses bygd the working class, helping fellow sociologists come forward with hidden aspects of their lives rich in teachable ämne, and the details of creative potential responses to long-lasting social problems. In 2017 his new book -Stealth Altruism: Forbidden Care as Jewish Resistance in the Holocaust - was published. It focuses on prohibited altruistic help shared by its victims with

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    Designing Services That Deliver

    We’re all familiar with the symptoms of service failure. Your shirt comes back from the laundry with a broken button. Within a week of paying an outrageous repair bill, that ominous rattle reappears in your car’s engine. A customer service representative says he’ll get back to you and doesn’t. An automatic teller swallows your card.

    A version of this article appeared in the January 1984 issue of Harvard Business Review.
    G. Lynn Shostack Ms. Shostack is senior vice president in charge of the Private Clients Group at Bankers Trust Company. A former vice president at Citibank and chief of staff of that institution’s Investment Management Group, she has headed the marketing committee of the American Bankers Association Trust Division and chaired the American Marketing Association’s special task force on service marketing. Author of a marketing management column for The American Banker, she also serves on the editorial advisory board of the Internat

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    Service blueprint

    Technique originally used for service design

    The service blueprint is an applied process chart which shows the service delivery process from the customer's perspective. The service blueprint is one of the most widely used tools to manage service operations, service design and service.

    Elements

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    A simple way to think about blueprints is as a process chart which consists of inputs, process and outputs.

    Inputs (raw materials) → Process (transformation) → Outputs (finished goods)

    A service blueprint is always constructed from the customer's perspective. A typical service blueprint identifies:[1]

    • Customer Actions: The steps that customers take as part of the service delivery process.
    • Front-stage (Visible Contact Employee) Actions: Steps taken by contact employees as part of the face-to-face service encounter.
    • Back-stage (Invisible Contact Employee) Actions: (The 'line of visibility' separates the front-stage and back-stage
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