20 March 2007

Featured article: Technology in the service development process: a missing dimension

Technology in the service development process: a missing dimension
Gaurav K. Agrawal, Daniel Berg, Rensselaer Polytechnic Institute, Troy, NY , USA
International Journal of Services Technology and Management 8(2/3) 2007, 107 - 122
The service sector being the leading part of any country's economic growth, demands an increasingly growing attention. The literature related to services discusses several aspects of the service sector but lacks in explaining the role of technology in the service development process. This paper analyses the literature pertinent to services, and establishes the important relationship of technology to the service development process. This discussion prepares a platform to study the service development process from a different perspective, which raises the need to revise the generic service development models to match the current and variable needs of the market. Recommendations are posed to enhance the service development experience by including technology as an important (driving) dimension in the service development process by categorising them for different service segments.

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