Tabla de Contenidos:
  • Managing innovation in services / James Brian Quinn, Bruce R. Guile
  • Services technology and manufacturing / James Brian Quinn
  • Pictures and parts / Frederick A. Fellowes, Donald N. Frey
  • Custodial package tracking at Federal Express / Carl Nehls
  • Electronic automation at the New York Stock Exchange / Christopher Keith, Allan Grody
  • Using technology for competitive advantage / Paul F. Glaser
  • Operations research and the services industries / Richard C. Larson
  • Cellular mobile telephone services / John H. Davis
  • Modern bridge construction and engineering services / Juan A. Murillo
  • Professional services firms and information technology / Thomas H. Doorley, Alison Gregg, Christopher Gagnon.