Organizations are an integral part of our lives. But do they really serve our interests in the twenty-first century?
Many organizations – whether schools, hospitals, transport networks or commercial corporations – cannot deliver the support that consumers demand. Meanwhile our expectations of service have grown: we want choice, reliability and to be treated as individuals. What can be done to bridge the growing chasm between companies and customers?
In this groundbreaking book, Shoshana Zuboff, visionary author of In the Age of the Smart Machine, and James Maxmin, world-class business leader, argue that the next leap forward in wealth creation depends upon developing new customer focused technologies and support services, enabling us to take our lives – and cash – into our own hands. Insightful, optimistic and inspiring, The Support Economy is essential reading for anyone interested in the future of business and our world.
‘Dazzling … Read it or be left behind in the dust’
Daniel Goleman, author of Emotional Intelligence and co-author of Primal Leadership
‘A superbly written tour de force … a profound book that will affect the future of business practice’
Thomas K. McCraw, Pulitzer Prize-winner and Professor at Harvard Business School
‘The new business bible … It may even signal a shift in world power’
Accountancy Age
The Support Economy
Preface
Introduction
One: Building the Chasm
Part One. Challenge: New People, New Markets
Two: Dreaming Economic Revolution
Three: How Managerial Capitalism Made New People
Four: The New Society of Individuals
Five: The Individual as History's Shock Absorber
Six: The Individuation of Consumption
Part Two. Crisis: Old Organizations Meet New People
Seven: The Transaction Crisis
Eight: Organizational Narcissism: Products, Pyramids, and the Legacy of Contempt
Nine: Rediscovering the End Consumer, Over and Over Again
Part Three. Emergence: The New Enterprise Logic
Ten: The Digital Bridge
Eleven: Conceptualizing the New Enterprise Logic: The Metaprinciples of Distributed Capitalism I
Twelve: The Inner Workings of the New Enterprise Logic: The metaprinciples of Distributed Capitalism II
Notes
Index
