Title: Managing technology in firms in the service industries
Author: A.H. Rubenstein, E. Geisler, B. Grabowski
Walter P. Murphy Professor, Department of Industrial Engineering and Management Sciences; Director, Centre for Information Technology, Northwestern University, Evanston, IL 60201, USA.
Professor of Management, College of Business and Economics, University of Wisconsin, Whitewater, WI 53190, USA.
Assistant Professor, Management Science Department, School of Business Administration, Loyola University, Chicago, IL 60611, USA; Visiting Scholar, Department of Industrial Engineering and Management Sciences, Northwestern University, Evanston, IL 60201, USA
Abstract: Managing technology in service industry firms such as banks, insurance companies, publishers, law and accounting firms, and retail chains focuses mainly on information technology. Most of the actual equipment and software is purchased or contracted out, but some internal 'R&D' capability must be maintained for a number of compelling reasons. This paper discusses some of the issues of managing technology in the service industries and presents data from a survey of firms in a variety of service sectors.
Keywords: research and development; R&D; technology policy; service industries; information technology; make or buy decisions; technology management.
Int. J. of Technology Management, 1988 Vol.3, No.6, pp.685 - 692
Available online: 26 May 2009