Enhancing quality in service industries

Article Abstract:

Service industries are the most important section of the global economy, as evidenced by the fact that they generate 58% of worldwide GNP. The use of information technology (IT) in service industries is solely for the improvement of delivery of tasks. Yet, the use of IT in providing high-quality customer service is not widely known. In the service industries where delivery of a service that is 'right first time' must be given a premium, the benefits of IT use must be played up. At a conference held in Texas, researchers on the subject presented various situations where IT use aided in the delivery of quality service.

Business services, not elsewhere classified, All Other Business Support Services, Business Services NEC, Innovations, Services industry, Service industries, Business services

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Technology use on the front line: how information technology enhances individual performance

Article Abstract:

The structural equation model of the effect of technology usage on the performance of employees is presented. The application of the partial least squares method to develop the model is described.

United States, Analysis, Econometric models, Employee performance

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Ground control

Article Abstract:

Companies that increase their reliance on technology and reduce their reliance on human operators are faced with a new set of issues. Amongst these are control and IS audit problems.

Facilities & equipment, Equipment and supplies, Corporate governance

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