Theodore Levitt

In the higher-status service occupations, such as in the church and the army, one customarily behaves ritualistically, not rationally. In the lower-status service occupations, one simply obeys. In neither is independent thinking presumed to be a requisite of holding a job. The most that can therefore be expected from service improvements is that, like Avis, a person will try harder. He will just exert more animal effort to do better what he is already doing.

So it was in ancient times, and so it is today. The only difference is that where ancient masters invoked the will of God or the whip of the foreman to spur performance, modern industry uses training programs and motivation sessions. We have not in all these years come very far in either our methods or our results. In short, service thinks humanistically, and that explains its failures.

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