| Title: |
Book Review - The Support Economy, by Shoshana Zuboff and James Maxmin |
| Author: |
Richard Veryard and David Sprott |
| Publication Date: |
13 August 2004 |
| Report Type: |
Journal |
| Abstract: |
This book is a detailed and persuasive account of the distributed service economy, which the authors call Distributed Capitalism. The background is familiar. An ever-greater share of Western economy is occupied with services rather than products. And yet our experience of service is generally bad - and getting worse. Service providers are trying to achieve economies of scale and cost-savings, while maintaining or increasing revenues. Service staff are under increasing pressure and scrutiny, and "empowerment" is eroded by targets and other narrow initiatives. Consumers are subjected to the indignities of call centres, the persistent nuisance of "courtesy calls", and the inflexibility of business processes that have been tailored to fit an internal corporate agenda.
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| Report Size: |
1 Page |
| Report Access Type: |
 | Silver/Gold (Premium) |
|
| Available for separate purchase |
Single copies of recent CBDI Journals may be purchased |
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