![]() Originality/value – The novel and isolated organizational aspects of transatlantic ocean liners is unique among organizations. The context provides modern practitioners pure consideration of complexities and service management implications. Practical implications – Service management on ocean liners occupied a range of levels and intensity not found in current organizational contexts. With stable and loyal workforces and well designed delivery systems, ocean liners were able to deliver service successfully to customer classes with widely varying expectations. Findings – Socioeconomic and technological factors played major roles in delivery system design decisions. Primary and secondary source material is used to exemplify service management challenges. Design/methodology/approach – Description of the historical context is followed by examinations of passenger and service provider perspectives to illustrate services expected and delivered. Whereas all customers received the same core transportation service, peripheral services varied substantially by service class. Customers were essentially contained for extended periods. The ship itself was a delivery mechanism completely separated from support services. The transatlantic passenger liner dramatizes some of the most unique challenges of service delivery. As in real life, the most connected points of the basket are the strongest.Purpose – The paper seeks to explore lessons in service delivery from an industry that no longer exists. As time progresses, even these loosely connected fibers begin to weave themselves together, finishing the basket at some point in the future when almost evereything is connected. Envision a conical basket whose weave is becoming tighter at one end while the other end remains loose and unconnected, fibers sticking out of the unfinished side of the basket. There become a range of those who are connecting more tightly together and a series of those who remain loosely connected in the analog space. Each reported moment becomes social capital, increasing the amount of embeddedness that networks and nodes have with each other.Īs node distance decreases, communication becomes more liquid, and digital geography between two people, thoughts, ideas, or groups becomes more instantly traversed. In the end, all text becomes linkable, all history becomes linkable to the future, every moment capable of being saved, reported, commented on and played back in slow or fast motion. People begin to become hyperlinks, text begins to become social objects, developing personality and having social value. In the same way that a cell phone opens up a wormhole between two users for a limited amount of time, social networks open up wormholes to each other through text, creating invisible, 4th dimensional wormholes from person to object to person to object through text. But with a computer or iPhone, the travel time between those different geographies is almost instantaneous. Each space has different social classes and entrance requirements. Each space has different social norms and different ways of presenting oneself. Each digital geography has a different set if natives, some imports, and some immigrants. Facebook, Twitter, SMS, Voicemail, websites, news, incoming calls, notes to my future self, apps, ect. My iPhone collapses multiple social geographies into one. This 'fractal time' annihilates geography, allowing the punctuation of one space with another space, one piece of time with another. Geography can be rapidly switched with the touch of a button. While you sit in your apartment, you are experiencing your local time and space but also the digital time and space.īy opening up the terminal or browser window, you can experience an entirely different time and space. Time has compressed itself so far that we now have time within time, and space within space. As technosocial humans we are no longer living in one place at one time. The compression and experience of space and time are becoming increasingly important. ![]() Henry Shivelbusch wrote The Railway Journey: The Industrialization and Perception of Time and Space, which concerned the altered perception of time and space at the dawn of the train industry. The Railway Journey by Wolfgang Schivelbusch Summary
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