The third era of process support: Empathy

McGrath proposes that we are at the dawn of a third era in management.  The first era was machine-like to produce products, the second collaborative to provide advanced services, the third will be to create “complete and meaningful experiences.” 

She says this is a new era of empathy. 

pull organization would be empathetic in the sense that customer desires rather directly drive the working of the organization. 

This might be the management style that Margaret WheatleyMyron Kellner-RogersFritjof Kapra, and other new path writers are hinting at.