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Information Technology in the Service Society:

A Twenty-First Century Lever

Information technology has been touted as a boon for productivity, but measuring the benefits has been difficult. This volume examines what macroeconomic data do and do not show about the impact of information technology on service-sector productivity. This book assesses the ways in which different service firms have selected and implemented information technology, examining the impact of different management actions and styles on the perceived benefits of information technology in services.

Technology. at. the. Activity. Level. INTRODUCTION Faced with a myriad of
pressures to change the way they do business, many managers in different types
of firms have found it fruitful to focus on activities or major processes, rather than
just ...