Managing Innovation: Cases from the Services Industries (Series on Technology and Social Priorities)

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 ContentsFront MatterContentsManaging Innovation in ServicesServices Technology and Manufacturing: Cornerstones of the U.S. EconomyPictures and Parts: Delivering an Automated Automotive Parts CatalogCustodial Package Tracking at Federal ExpressElectronic Automation at the New York Stock ExchangeUsing Technology for Competitive Advantage: The ATM Experience at CiticorpOperations Research and the Services IndustriesCellular Mobile Telephone ServicesModern Bridge Construction and Engineering ServicesProfessional Services Firms and Information Technology: Ongoing Search for Sustained Competitive AdvantageAdvisory CommitteeContributorsIndex