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Service Thinking by Jeff Saperstein, Hunter Hastings

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Chapter 1

Service Thinking Will Transform 21st Century Business

The digital revolution is far more significant than the invention of writing or even of printing.

—Douglas Engelbart

We propose and support a prodigious claim: Service Thinking is a new approach to business that will change virtually every aspect of creating and sustaining enterprises. Specifically, these changes will impact the:

fundamental nature of the relationship between the provider and the customer;

role of the employee;

basic functioning of the front end of the enterprise: marketing, sales, and delivery;

enterprise approach to strategy;

organization of the entire enterprise;

operational infrastructure;

governance of resource allocation; and

enterprise definition ...

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