Title: Managing technology for the globalization of service operations

Authors: Herve Mathe, Teo Forcht Dagi

Addresses: Universite de Lausanne, HEC, Switzerland; ESSEC School of Management, Paris, France. ' Peachtree Neurosurgery, Atlanta; Kennedy Institute, Georgetown University, Washington D.C. USA

Abstract: This paper summarizes the latest phase of an ongoing research programme regarding the strategic management of globalization in the service sector. In this phase, we have focused on the role of technology in international expansion in three industries which contain virtually the entire spectrum of possibilities from pure service to pure product-based firms. Yet this study demonstrates that their ability and success in incorporating technology has been remarkably similar. The availability of technological applications does not diminish the importance of developing and implementing a coherent overall business strategy. Globalization should not be driven purely by technological capabilities. If the front line operations of the firm are not compatible with expansion before the introduction of technology, they are unlikely to be so afterwards unless the technological innovation is specifically intended to address the limiting factor. Back office operations, on the other hand, may well profit from more generic technological innovations.

Keywords: globalisation; services; service operations; technology management; banking; retailing; healthcare; delivery systems; strategic management; technological innovation.

DOI: 10.1504/IJTM.1996.025532

International Journal of Technology Management, 1996 Vol.12 No.5/6, pp.577 - 607

Published online: 22 May 2009 *

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