Managing Innovation:

Cases from the Services Industries

Status: Available Now

Size: 224 pages, 6 x 9

Publication Year:1988

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Authors:
Bruce R. Guile and James Brian Quinn, Editors; National Academy of Engineering
Authoring Organizations

Description:
This book of case histories is devoted solely to service industries and the technologies that drive them, as told by those who have developed segments of these industries. The chapters cover innovations such as Federal Express's advanced system for package ...
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Table of Contents
Select a link below to start reading online free!
Front Matter	i-iv
Contents	v-viii	(skim)
Managing Innovation in Services	1-8	(skim)
Services Technology and Manufacturing: Cornerstones of the U.S. Economy	9-35	(skim)
Pictures and Parts: Delivering an Automated Automotive Parts Catalog	36-56	(skim)
Custodial Package Tracking at Federal Express	57-81	(skim)
Electronic Automation at the New York Stock Exchange	82-107	(skim)
Using Technology for Competitive Advantage: The ATM Experience at Citicorp	108-114	(skim)
Operations Research and the Services Industries	115-143	(skim)
Cellular Mobile Telephone Services	144-164	(skim)
Modern Bridge Construction and Engineering Services	165-174	(skim)
Professional Services Firms and Information Technology: Ongoing Search for Sustained Competitive Advantage	175-194	(skim)
Advisory Committee	195-196	(skim)
Contributors	197-200	(skim)
Index	201-211	(skim)

Description

This book of case histories is devoted solely to service industries and the technologies that drive them, as told by those who have developed segments of these industries. The chapters cover innovations such as Federal Express's advanced system for package tracking, Citicorp's development of the Automated Teller Machine, AT&T's experience with mobile telephones, Bell & Howell's introduction of an automated automotive parts catalog, and the New York Stock Exchange's development of electronic trading. Some broader analyses discuss the interfaces between services technologies and manufacturing, operations research in services, and technology in professional services.

Authoring Organizations

National Academy of Engineering (NAE)

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