Misplaced marketing: A service economy whose employees say: “customer service is not my job!”

Describes how certain segments of business are increasingly “turning into a service economy” but “customer service” is not treated as a priority. Cites several experiences of poor customer service, ranging from airlines to restaurants. Concludes that in customer service the marketing questions are straightforward and simple. Therefore, it is all the more perplexing when marketing gets doubly misplaced, with a failure to ask marketing questions and substituting customer service instead.