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Services Transformation Through New Information Technology: Information Horizons Revisited

In: Driving Service Productivity

Author

Listed:
  • Ian Miles

    (Manchester Business School)

  • Howard Rush

    (University of Brighton)

  • John Bessant

    (University of Exeter Business School)

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.

Suggested Citation

  • Ian Miles & Howard Rush & John Bessant, 2014. "Services Transformation Through New Information Technology: Information Horizons Revisited," Management for Professionals, in: John Bessant & Claudia Lehmann & Kathrin M. Moeslein (ed.), Driving Service Productivity, edition 127, chapter 2, pages 19-41, Springer.
    • Handle: RePEc:spr:mgmchp:978-3-319-05975-4_2
    DOI: 10.1007/978-3-319-05975-4_2
    as

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