A framework for technology management in services

Author

McDermott, Christopher M. ; Kang, Hyungu ; Walsh, Steven

Author_Institution

Sch. of Manage. of Technol., Rensselaer Polytech. Inst., Troy, NY, USA

Volume

48

Issue

3

fYear

2001

fDate

8/1/2001 12:00:00 AM

Firstpage

333

Lastpage

341

Abstract

Technology is playing an increasingly important role in many service industries. However, a survey of the existing classification systems of services shows that they are not designed specifically for the management of technology in services, and, thus, fall short when applied to such an environment. This paper describes and provides illustrations of a new framework which is useful for technology management in the service sector. The framework focuses on managing according to where the value is added in the service: in the technology (knowledge-embedded) or in the worker him/herself (knowledge-based). Additionally, the extent to which the service has a product component is also argued to be critical to the successful management of technology

Keywords

management; management of change; service industries; classification systems; knowledge-based added value; knowledge-embedded added value; product component; service industries; service sector; services technology management framework; Banking; Educational technology; Environmental management; Government; Knowledge management; Management information systems; Medical services; Packaging machines; Real time systems; Technology management;

fLanguage

English

Journal_Title

Engineering Management, IEEE Transactions on

Publisher

ieee

ISSN

0018-9391

Type

jour

DOI

10.1109/17.946532

Filename

946532