The Creation of Output and Quality in Services : A Framework to Analyze Information Technology-Worker Systems

  title={The Creation of Output and Quality in Services : A Framework to Analyze Information Technology-Worker Systems},
  author={Karen Napoleon and Cheryl Gaimon},
I technology has profoundly impacted the operations of firms in the service industry and service environments within manufacturing. Two models are introduced that establish a conceptual framework linking firm profit to attributes of the IT-worker system. The framework considers the impact of IT capabilities (such as functionality and ease-of-use) and worker skill as drivers of output volume and quality. The framework contrasts attributes of the IT-worker systems when services are massproduced… CONTINUE READING


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