Widening quality gap: A historical interpretation

This paper outlines the evolution of the widening quality gap in producers' and consumers' perceptions throughout the stages of economic progress. First, the service/product quality issues in the pre-industrial economy are described, focusing on the medieval and craft stages of economic growth. Second, the shift from the producer's power to the customer's power over quality specifications is explained, focusing on the transition from mass production to mass customization in the industrial economy. Finally, the increasing complexity of quality standards in the emerging web-based economy is addressed.