UNSPECIFIED (2002) Selecting and implementing service technology: Control, uncertainty and competitive advantage. SERVICE INDUSTRIES JOURNAL, 22 (2). pp. 17-42. ISSN 0264-2069

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Abstract

This article explores practical and competitive aspects of the role that technology plays in service firms. A review of resource based theory leads to a conceptual model describing how technology can contribute to sustainable competitive advantage (SCA). The pragmatic challenge of implementation is then explored and the first conceptual model is extended. These discussions lead to two research propositions that are employed to (a) select four suitable case studies from a larger sample, and (b) structure subsequent analysis and discussion of the case findings. The propositions and corresponding data reveal a potential paradox implicit in the technology, selection and implementation process. Namely that SCA is often based upon resources that emerge from conditions of uncertainty, ambiguity, and poor ex ante 'measurability', whereas these same conditions have a negative impact upon managerial control and therefore implementation success.

Item Type:	Journal Article
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Journal or Publication Title:	SERVICE INDUSTRIES JOURNAL
Publisher:	FRANK CASS CO LTD
ISSN:	0264-2069
Date:	April 2002
Volume:	22
Number:	2
Number of Pages:	26
Page Range:	pp. 17-42
Publication Status:	Published
URI:	http://wrap.warwick.ac.uk/id/eprint/10945

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