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Moving Towards Chapter Three

Today, much of the world economy is dominated by the service sector. In the U.S., approximately 78% of the labor force, 73% of the GDP, 45% of an average family’s budget, and 32% of exports are accounted for by services (Bateson and Hoffman, 1999). One of the changes driving service economy growth has been the phenomenal advance in computer technology and the Internet. Sometime around 1996, the commercial obsession with the Internet began (Turban, King, Lee and Viehland, 2004). Thousands of businesses, customers, employees and partners were connected to one another and began conducting business processes together online. Hewlett Packard refers to this period as “Chapter One” of the Internet (Galbreath and Hoffman, 2001), during which the foundation for growth was established by building infrastructure and providing access and capabilities to facilitate further evolution. In this initial chapter of Internet evolution, users were socialized to the processes of: