A framework for technology management in services

Technology is playing an increasingly important role in many service industries. However, a survey of the existing classification systems of services shows that they are not designed specifically for the management of technology in services, and, thus, fall short when applied to such an environment. This paper describes and provides illustrations of a new 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 technology (knowledge-embedded) or in the worker him/herself (knowledge-based). Additionally, the extent to which the service has a product component is also argued to be critical to the successful management of technology.