Services Transformation Through New Information Technology: Information Horizons Revisited

Ian Miles, Howard Rush () and John Bessant ()
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Howard Rush: University of Brighton
John Bessant: University of Exeter Business School

Chapter 2 in Driving Service Productivity, 2014, pp 19-41 from Springer

Abstract: Abstract Forecasting is never an exact science, but the exercise of trying to anticipate emergent trends is important for policy makers. This chapter opens our discussion of service productivity by looking at how services have changed over the past 25 years and particularly how that process has been affected by the increasing use of information technologies—IT. It draws on a major programme of research originally commissioned by the UK government through its National Economic Development Office and describes a Delphi survey involving experts from a wide range of backgrounds who were trying to forecast the future with information technology. The chapter is written by the original researchers, Ian Miles, Howard Rush, and John Bessant, who use the opportunity to look back and reflect on what has been changing and how some key secular trends remain and could be used to provide guidance to practitioners and policy-makers involved with issues of service productivity improvement.

Keywords: Information Technology; Service Industry; Service Productivity; Service Innovation; Grand Challenge (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-319-05975-4_2

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DOI: 10.1007/978-3-319-05975-4_2

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