Degrading Service

The marker here is 'attention' which is marshalled by an implicit (and perhaps dubious) equation (more attention = better quality). This is abandoned in the second example with its stress on 'convenience'. There must be a sweet spot between attention and convenience that spells quality experience.

For some other services, the apparent higher productivity is due to the debasement of the product. A teacher can raise her apparent productivity by four times by having four times as many pupils in her classroom, but the quality of her 'product' has been diluted by the fact that she cannot pay as much individual attention as before. A lot of the increases in retail service productivity in countries such as the US and Britain has been bought by lowering the quality of the retail service itself while ostensibly offering cheaper shoes, sofas and apples: there are fewer sales assistants at shoe stores, so you wait twenty minutes instead of five; you have to wait four weeks, rather than two, for the delivery of your new sofa and probably also have to take the day off work because they will only deliver 'sometime between 8 a.m. and 6 p.m.'; you spend much more time than before driving to the new supermarket and walking through the now longer aisles when you get there, because those apples are cheaper than in the old supermarket only because the new supermarket is in the middle of nowhere and thus can have more floor space.

Ha-Joon Chang 23 Things They Don't Tell You About Capitalism

And so for day 1930
26.03.2012