Winter 1990
Volume 31, Issue # 2

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Investment in Technology -- The Service Sector Sinkhole?

  • Read Time: 13 min 

INVESTMENTS IN SERVICE sector technology have perhaps been less carefully monitored than have those in manufacturing sector technology. This paper analyzes the reasons for service-sector technology’s sometimes disappointing performance and proposes a systematic approach to technology investment planning and implementation.

Technology in Services: Creating Organizational Revolutions

  • Read Time: 36 min 

SOME AUTHORS, AND EVEN SOME popular journals, have noted examples of the radical new organizational forms now emerging. The first article in our SMR double feature illuminates the technological and services bases of these changes — and examines how to manage them successfully. (The second feature immediately follows.) Both articles build on the authors’ earlier works published by Sloan Management Review, Scientific American, and the National Academy Press.