Information Technology in the Service Society

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. Table of Contents Front Matter Semmary and Overview 1 Introduction and Impact of Information Technology at the Macroeconomic Level 2 Impacts of Information Technology at the Industry Level 3 Impacts of Information Technology at the Enterprise Level 4 Impacts of Information Technology at the Activity Level 5 Improving Decision Making About Information Technology 6 Information Technology in Services: Implications for Public Policy Appendixes A Selected Research on Economic and Strategic Impacts of Information Technology B Methods for Deriving Bureau of Economic Analysis Measures of Output C Methods for Deriving Bureau of Labor Statistics Measures of Productivity for Service Industries D How the Committee Conducted Its Study E List of Executives Interviewed