High technology in the service industries: Its direct impact on the consumer

Claire Michalet

European Management Journal, 1988, vol. 6, issue 3, 286-290

Abstract: This is the winning entry in the Minit/European Management Journal Essay Prize Competition, 1987/1988. Claire received her prize in Brussels on 7 June from Dr Donald Hillsdon Ryan, Chairman and CEO of the Minit Corporation, financial sponsor of the Competition. We offer her our congratulations. In this essay she distinguishes between high-tech in the "back room" and in the "front room"; it is the latter which directly concerns the consumer. Focusing on computers and software as the main thrust in high-tech, Claire develops the concept of "high-tech or high-touch", that is, the appealing argument that the growth of computer-based direct consumer services must be accompanied by an understanding of the human aspects of consumer demand if the objectives of the new technology are to be achieved. A skilled approach can do this, and examples are given from the finance and telecommunications industries in Europe. The essay has been edited to conform with the style of the Journal.

Date: 1988
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