Design/methodology/approach – The two arguments in support of the claim were: first, the growing importance of the service sector where an exaggerated focus on efficiency may decrease utility and second, the utility that is generated by different working environments and identities where heterogeneity is increasing.
Findings – Good reasons are found why the strong correlation between utility and efficiency that could be found in the process of industrialization is loosening."
From a purely consumer perspective, the major importance of efficiency in maintaining or increasing this high level of utility is sustained. However, things take on a different perspective if we leave our consumer role and focus on our role in life wherewe are either members of a social community or part of the workforce.
In the rapidly growing service sector, our identity as social beings plays a far greater role than in the agricultural or industrial sector. This often makes it difficult to define measures of efficiency for services that are clearly linked with the quality of human interaction. Likewise, the growing diversity of working realities increases the importance of the utility (positive and negative) derived from working, so that the measure of efficiency in the professional world becomes less practicable.