If companies need to maximally be available to customers, then why aren't all customer-oriented businesses open 24 hours?
Customers are spoiled with cheap unsustainable wages, especially the service industry where people really don't want to put in 8/10 hour days but are doing that because there is no other option.
The equitable future of that type of work is appointment-based. Meaning you as the customer go into a website and make an appointment to do what you need to do--and if you really derive value out of having a person do something for you, then this should not be a problem including any charges associated.
It would work out great for e.g. retail returns; go on to an app, make an available appointment, upload your receipt, and then go do the exchange/return. No lines so a better experience for the customer, and it would also firewall-off invalid returns and a good number of abuse attempts.
A really good pizzeria not to far from me has moved to this model successfully. If you want a pizza, you grab a timeslot, then pick it up. You can't just walk in and expect to get one 30 minutes from when you walk-in at a random time (unless they're free). The pizza is that good. This won't work for low-quality products, of course.
> why aren't all customer-oriented businesses open 24 hours?
Because that's not the established pattern of work for existing business that are hard to change.
> The equitable future of that type of work is appointment-based.
I think the word "equitable" needs to be replaced with one with some meaning to it. The problem with your suggestion is: should city centres or malls only be populated with shops, cafes and restaurants that are by appointment only? How would that actually change anything regarding what the shop would like to do? They can be open 4 days a week and be appointment-only or walk in. But I imagine a shop that isn't by appointment only will in generally lose compared to a shop that isn't. A restaurant is about the only type of place that can already sustain the premise of appointment-only, and only then likely in a regulatory/property environment that makes it hard to start alternatives.
You're in a mall.
There are 4 shops. 2 require you to make an appointment using an app to pick up food, but the food is fantastic and you get the food when they agree to provide it. The lead time is usually 30 minutes during the busy lunch hour, so you can order before you go to the mall.
The 3rd shop is a McDonalds. They recently got an app and it's great, but ... the underpaid people there are rude, take a long time to prepare your food and half the time they are understaffed because no one wants to work there very long. The food used to be cheap but lately it's not much cheaper than the other places. You've complained about the service before but they tend to have a new manager every month, so you don't believe anyone cares.
The 4th shop has great Dominican food, and they are super friendly. The food is cheap, the service is good, the portions are huge, and it's awesome! But it suddenly closed after you saw ICE agents around one day.
Which is better really?
I don't understand what the benefit of appointments for a pizza is. I'd expect that a huge part of pizzas is sold to people who are walking there anyways. Wouldn't you loose them and they would just go to the pizzeria around the next corner? What is the benefit for the pizzeria beside the cost for operating a website and hiring/buying software (developers), because programming that website isn't really the same expertise as making pizza? Most times the pizzeria is just idle anyways. This won't change, because the customers still need to pick it up, so instead of just picking it up, they need to take time to visit a website and pick it up.