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Contents Managing Innovation in Services ...... James Brian Quinn and Bruce R. Guile Services Technology and Manufacturing: Cornerstones of the U.S. Economy James Brian Quinn Pictures and Parts: Delivering an Automated Automotive Parts Catalog ............... Frederick A. Fellowes and Donald N. Frey Custodial Package Tracking at Federal Express Car! Nehis Electronic Automation at the New York Stock Exchange Christopher Keith and Alian Groggy Using Technology for Competitive Advantage: The ATM Experience at Citicorp Paul F. Glaser Operations Research and the Services Industries Richard C. Larson Cellular Mobile Telephone Services John H. Davis . . . Modern Bridge Construction and Engineering Services Juan A. Murillo . 36 . 57 . 82 108 ~ 15 i .165

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V1 Professional Services Firms and information Technology: Ongoing Search for Sustained Competitive Advantage Thomas H. Dooriey, Alison Gregg, and Christopher Gagnon Advisory Committee Contributors Index CONTENTS 175 .195 197 .201

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Managing Innovation

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