Customers in Service Relationships: About This Book

Wolfgang Dunkel and Frank Kleemann

Chapter 1 in Customers at Work, 2013, pp 3-16 from Palgrave Macmillan

Abstract: Abstract In the pre-industrial age, production was controlled by guilds and quality standards were determined by the richest. In those days, a king as customer was the supreme goal of the guildsman producer, but with the emergence of mass production for mass markets in the late nine- teenth century, the relationship between rich and poor consumers was turned on its head. Suddenly, there was much more money and prestige to be gained in selling middling goods to the masses than exceptional goods to the rich. This was the first great transformation of the relation- ship between producers and consumers — the era when the great mass of customers became ‘king’ and when serving this new king’s wishes became the supreme goal of producers.

Keywords: Service Provider; Service Work; Hotel Industry; Interactive Work; Service Relationship (search for similar items in EconPapers)
Date: 2013
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-137-29325-1_1

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DOI: 10.1057/9781137293251_1

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