G. Lynn Shostack (business theorist)

G. Lynn Shostack is a prominent business theorist known for her contributions to service marketing. She introduced the concept of service blueprinting, a detailed visual map that helps businesses understand and design the service delivery process. This approach allows companies to identify key touchpoints, improve customer experiences, and enhance operational efficiency. By focusing on the interactions between customers and service providers, Shostack's work has influenced how organizations develop and manage their services, ensuring they meet customer needs effectively. Her ideas are foundational in the field of service design and management.