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Cheryl Gaimon & Karen Napoleon

In: New Service Development: Creating Memorable Experiences

Chapter 9: Information Technology: Worker Systems in Structured and Unstructured Environments

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Information Technology: Worker Systems in Structured and Unstructured Environments
Information technology: Worker systems in structured and unstructured environments
CherylGaimon, KarenNapoleon

The nature of resource-related decisions for service organizations or service units within manufacturing firms has changed significantly owing to technological innovation. Development of new information technology (IT) has driven this change. We see many examples of IT in use today including personal computers for knowledge workers (e.g., engineers, upper level managers, academics), word processors for secretaries, sophisticated point-of-sale devices for clerks in retail environments, transaction-based software for bank tellers, and computer-aided design (CAD) systems for engineers. In contrast to much literature documenting the benefits of manufacturing technology such as flexible-machining systems and computer-aided manufacturing, little research has examined the effect of IT in service environments.

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