Information technology: Increasing productivity in services
- 1 August 1994
- journal article
- Published by Academy of Management in Academy of Management Perspectives
- Vol. 8 (3) , 28-48
- https://doi.org/10.5465/ame.1994.9503101167
Abstract
For nearly two decades, despite massive investments in information technology (IT), the overall service sector showed minuscule gains in measured productivity.1 Were managers previously simply wrongheaded? Were results just delayed?2 Or are the data so flawed that any simple conclusions are misleading? Our studies suggest the latter. They also provide a practical reference from which top managers and information officers in service companies can learn to both answer unwarranted attacks and improve future performance.Keywords
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