Title: Automatic identification and voice-recognition technologies for quality improvement: case studies of Pittsburgh-area service firms

Authors: Alan D. Smith

Addresses: Department of Management and Marketing, Robert Morris University Pittsburgh, PA 15219-3099, USA

Abstract: The strategies for profitability in e-commerce must be able to integrate the use of the internet and AIDC (automatic identification and data capture) technologies, especially barcoding, smart card, and voice-recognition systems in data sharing and new product development. In e-commerce, this integration essentially serves as a foundation for the management of data flows for strategic IT purposes; especially in tracking distribution and ensuring quality of manufacture and service delivery. A combination of personal interviews of middle to management, as well as comments from convenient samples of employees was used to gather perceptions of recent AIDC-based initiatives of four highly regarded firms in the Pittsburgh, PA area to examine the technology advancements and continuous quality improvement initiatives of these service-industry firms.

Keywords: automatic identification; data capture; AIDC; e-commerce applications; IT project management; quality assurance; service marketing; services; standards; systems integration; voice recognition systems; quality improvement; information technology; electronic commerce.

DOI: 10.1504/IJSS.2008.019043

International Journal of Services and Standards, 2008 Vol.4 No.3, pp.284 - 302

Published online: 27 Jun 2008 *

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