Managing technology in firms in the service industries

Managing technology in service industry firms such as banks, insurance companies, publishers, law and accounting firms, and retail chains focuses mainly on information technology. Most of the actual equipment and software is purchased or contracted out, but some internal 'R&D' capability must be maintained for a number of compelling reasons. This paper discusses some of the issues of managing technology in the service industries and presents data from a survey of firms in a variety of service sectors.