The Neglected Service Industries of Eastern Europe: Some Quantitative and Qualitative Aspects

Abstract

The service industries of Eastern Europe were subjected to serious neglect during the Socialist period, some of them more than others. Provides various reasons for this (ideological, pragmatic, technical and inertial). Stresses both the quantitative and the qualitative dimensions of the neglect. The Marxists had negative attitudes towards many services. Moreover, central planning procedures were incompatible with a high regard for service quality. Gives reasons why the informal service economy was a poor substitute for an open‐market structure. Details the major obstacles still facing the service industries of Eastern Europe today. They are mainly qualitative in nature and include, most noticeably, the lack of a customer‐driven culture. Uses this analysis of past and present in Eastern Europe to suggest strategies for future direction and development. Discusses the potential for educational initiatives and implantation of Western systems and provides a checklist of advice and precautions for service organizations considering expanding into Eastern Europe.

Citation

Nicholls, R.F. (1992), "The Neglected Service Industries of Eastern Europe: Some Quantitative and Qualitative Aspects", International Journal of Service Industry Management, Vol. 3 No. 3, pp. 46-61. https://doi.org/10.1108/09564239210015166