Role and impact of 'technology' in the service development process: a research study
by Gaurav K. Agrawal, Daniel Berg
International Journal of Services Technology and Management (IJSTM), Vol. 9, No. 2, 2008

Abstract: While services sector has been studied vastly to explore various facets of it, the role and relationship of technology in the service development process has remained under-explored. This paper analyses different segments in the service sector, exploring the relationship between technology (development) and variations in the service development processes. The Service-Process matrix (Schmenner, 1986) is used to form service segments. The analysis includes case studies, formed, to study the service development process in the different service segments of the Service-Process matrix. Conclusions are drawn based on case studies posing the role and impact of technology in the service development process.

Online publication date: Wed, 21-May-2008

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