Service Revolution in Comparison to the Industrial Revolution
Service has become a critical component of today's hyper-competitive, globalized marketplace.
Building customer relationships is an integral part of business today. In fact, many businesses' success depends on their ability to form solid relationships with their customers (Bitner, Booms, & Tetreault, 1990; Gremler & Gwinner, 2000). The service revolution has transformed business in the 21st century, just as the industrial revolution transformed business in the late 18th and early 19th century.
Service Revolution in Comparison to Industrial Revolution
Service has become a critical component of today's hyper-competitive, globalized marketplace.
Building customer relationships is an integral part of business today. In fact, many businesses' success depends on their ability to form solid relationships with their customers (Bitner, Booms, & Tetreault, 1990; Gremler & Gwinner, 2000). The service revolution has transformed business in the 21st century, just as the industrial revolution transformed business in the late 18th and early 19th century.
The Industrial Revolution changed the world evolving agrarian economies of centuries into manufacturing-based economies. Mass production was key to this revolution and turned production that was traditionally handled by craftsmen and artisans and placed into mass production factories. The Service Revolution is once again changing the way the world does business.
Just like the Industrial Revolution, business will never be the same again. These manufacturing-based economies of the 19th and 20th centuries have been transformed into service-based economies. and, just as during the Industrial Revolution, the Service Revolution has seen mass-production becoming an integral part of business, however now it is mass-production of services, as opposed to mass-production of goods.
The results will also be the same for this new Revolution.
As mentioned, during the Industrial Revolution, artisans and craftsmen fell by the wayside. In the Service Revolution, firms that have once been masters of building relationships one at a time will fall prey to those who are able to provide high quality service at a greater efficiency and a lower cost.
References
Bitner, M., Booms, B., & Tetreault, M. (1990). The service encounter: Diagnosing favorable and unfavorable incidents. Journal of Marketing, 23. Retrieved July 21, 2005, from Business Source Premier database.
Gremler, D., & Gwinner, K. (2000). Customer-employee rapport in service relationships. Journal of Service Research, 3(1). Retrieved July 21, 2005, from Business Source Premier database.
Service revolution in comparison to industrial revolution
