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


Front Matter
Contents
Managing Innovation in Services
Services Technology and Manufacturing: Cornerstones of the U.S. Economy
Pictures and Parts: Delivering an Automated Automotive Parts Catalog
Custodial Package Tracking at Federal Express
Electronic Automation at the New York Stock Exchange
Using Technology for Competitive Advantage: The ATM Experience at Citicorp
Operations Research and the Services Industries
Cellular Mobile Telephone Services
Modern Bridge Construction and Engineering Services
Professional Services Firms and Information Technology: Ongoing Search for Sustained Competitive Advantage
Advisory Committee
Contributors
Index