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.
Table of Contents
|Managing Innovation in Services||1-8|
|Services Technology and Manufacturing: Cornerstones of the U.S. Economy||9-35|
|Pictures and Parts: Delivering an Automated Automotive Parts Catalog||36-56|
|Custodial Package Tracking at Federal Express||57-81|
|Electronic Automation at the New York Stock Exchange||82-107|
|Using Technology for Competitive Advantage: The ATM Experience at Citicorp||108-114|
|Operations Research and the Services Industries||115-143|
|Cellular Mobile Telephone Services||144-164|
|Modern Bridge Construction and Engineering Services||165-174|
|Professional Services Firms and Information Technology: Ongoing Search for Sustained Competitive Advantage||175-194|
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