The Customer’s Victory

It is starting from the debate on globalization, as discussed in the introduction, that one can reach an understanding of what we will be calling the customer’s victory, and how this leads to a revolution in organizations. As we saw, the idea of globalization today is no longer contested, but this is not to say that the concept is accepted everywhere in the same way, or that its consequences do not undergo harsh criticism. In many countries, we find two schools of thought. On the one hand, there is the school which, although having observed the unavoidability of globalization, does not take for granted the elimination of nation-states.1 Instead, a strong state should increasingly regulate the effects of globalization and protect its citizens from the more serious consequences. This would mean voluntarily bowing out, “politically”, from the hyper-financialization of the world. This line of thinking is the exact opposite of the one proclaimed on billboards in the United States, such as the well-known slogan “Government is the problem, free enterprise is the solution”. On the other hand, there is the school, in the minority, that suggests that we might, by cutting ourselves off from the rest of the world and refocusing our energies on national culture, tradition, morality, and so on, escape the generalized movement towards a global economy.