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Technology in Services: Creating Organizational Revolutions

Some authors, and even some popular journals, have noted examples of the radical new organizational forms now emerging. This article illuminates the technological and services bases of these changes -- and examines how to manage them successfully. (Its companion article is "Technology in Services: Rethinking Strategic Focus" by J. B. Quinn, T.L. Doorley and P.C. Paquette; Sloan Management Review 31, no. 2 [1990]: 79-87.) Both articles build on the authors' earlier works published by Sloan Management Review, Scientific American, and the National Academy Press.

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