Service: The Future of Information Technology

Data Base for Advances in Information Systems

Volumn 27, Issue 4, 1996, Pages 58-67

  Watson, Richard T ^a   Pitt, Leyland F ^b   Berthon, Pierre R ^b  

^a UNIVERSITY OF GEORGIA   (United States)

^b UNIVERSITY OF WALES   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0012997950     PISSN: 00950033     EISSN: None     Source Type: Journal    
DOI: 10.1145/252829.252838     Document Type: Article

References (10)

1. Berry, L.L. (1980). “Services Marketing Is Different,” Business, Vol. 30, No. 3, pp. 2429.
2. Blattberg, R.C., and Deighton, J. (1991). “Interactive Marketing; Exploiting the Age of Addressability,” Sloan Management Review Vol. 33, No. 1, pp. 5–14.
3. Fallows, J.M. (1994). Looking at the Sun: The Rise of the New East Asian Economic and Political System, New York: Pantheon.
4. Ives, B., and Mason, R. (1990). “Can Information Technology Revitalize Your Customer Service?” Academy of Management Executive, Vol. 4, No. 4, November, pp. 52–69.
5. Levitt, T. (1976). “The Industrialization of Service,” Harvard Business Review, Vol. 54, No. 5, pp. 63–74.
6. Mills, P.K., Chase, R.B., and Margulies, N. (1983). “Motivating The Client/Employee System as a Service Production Strategy,” Academy of Management Review, Vol. 8, No. 2, pp. 301–310.
7. Morris, C.R., and Ferguson, C.H. (1993). “How Architecture Wins Technology Wars,” Harvard Business Review, Vol. 7, No. 12, pp. 86–96.
8. Quinn, J.B. (1992). “The Intelligent Enterprise: A New Paradigm,” Academy of Management Executive, Vol. 6, No. 4, pp. 48–63.
9. Quinn, J.B. and Paquette, P.C. (1990). “Technology In Services: Creating Organizational Revolutions,” Sloan Management Review, Vol. 32, No. 2, pp. 67–78.
10. Stalk, G.J., and Webber, A.M. (1993). “Japan's Dark Side of Time,” Harvard Business Review, Vol. 71, No. 4, pp. 93–102.