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 ContentsFront MatterSemmary and Overview1 Introduction and Impact of Information Technology at theMacroeconomic Level2 Impacts of Information Technology at the Industry Level3 Impacts of Information Technology at the Enterprise Level4 Impacts of Information Technology at the Activity Level5 Improving Decision Making About Information Technology6 Information Technology in Services: Implications for PublicPolicyAppendixesA Selected Research on Economic and Strategic Impacts ofInformation TechnologyB Methods for Deriving Bureau of Economic Analysis Measures ofOutputC Methods for Deriving Bureau of Labor Statistics Measures ofProductivity for Service IndustriesD How the Committee Conducted Its StudyE List of Executives Interviewed