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National Research Council, Computer Science and Telecommunications Board, Committee to Study the Impact of Information Technology on the Performance of Service Activities, Information Technology in the Service Society: A Twenty-First Century Lever (1994) (full-text).
Information technology has been touted as a boon for productivity, but measuring the benefits has been difficult. This book examines what macroeconomic data do and do not show about the impact of information technology on service-sector productivity. It assesses the ways in which different service firms have selected and implemented information technology, examining the impact of different management actions and styles on the perceived benefits of information technology in services.