Abstract
Abstract Technology has had a profound effect on how services are designed and delivered. There have been many changes emerging in services as a result of technology. This paper describes and provides illustrations of a framework which is useful for technology management in the service sector. The framework focuses on managing according to where the value is added in the service: in the service production system/process (knowledge‐embedded) or in the worker him/herself (knowledge‐based). This paper explores the strategic technology management issues on different types of service. Copyright © 2006 John Wiley & Sons, Ltd.
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