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Operations Management Research

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01-06-2011

Guest editorial: How technology is changing the design and delivery of services

Authors: Mark M. Davis, James C. Spohrer, Paul P. Maglio

Published in: Operations Management Research | Issue 1-2/2011

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At one time, the belief was that services—ranging from healthcare to retail, from banking to education—were the exclusive domain of local providers and were therefore impervious to foreign competition. Because they required direct interaction with customers, service providers needed to be located where their customers were (Bryson et al. 2004). This belief—along with many others associated with service activities requiring direct customer interactions—is no longer true because information technology has fundamentally changed the way many services are now designed and delivered (Karmarkar 2004). …

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Title: Guest editorial: How technology is changing the design and delivery of services
Authors: Mark M. Davis
James C. Spohrer
Paul P. Maglio
Publication date: 01-06-2011
Publisher: Springer US
Published in: Operations Management Research / Issue 1-2/2011
Print ISSN: 1936-9735
Electronic ISSN: 1936-9743
DOI: https://doi.org/10.1007/s12063-011-0046-6

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