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|
The National Academies Press and the Transportation Research Board have partnered with Copyright Clearance Center to offer a variety of options for reusing our content. You may request permission to:
For most Academic and Educational uses no royalties will be charged although you are required to obtain a license and comply with the license terms and conditions.
For information on how to request permission to translate our work and for any other rights related query please click here.
For questions about using the Copyright.com service, please contact:
Copyright Clearance Center
22 Rosewood Drive
Danvers, MA 01923
Tel (toll free): 855/239-3415 (select option 1)
Loading stats for Managing Innovation: Cases from the Services Industries...