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The Creation of Output and Quality in Services: A Framework to Analyze Information Technology-Worker Systems

Information technology has profoundly impacted the operations of firms in the service industry and service environments within manufacturing. Two models are introduced that establish a conceptual framework linking firm profit to attributes of the IT-worker system. The framework considers the impact of IT capabilities (such as functionality and ease-of-use) and worker skill as drivers of output volume and quality. The framework contrasts attributes of the IT-worker systems when services are massproduced (flow shop) versus customized (job shop). Mathematical models are introduced to formalize the conceptual framework. Numerical examples are presented that illustrate the types of insights that can be obtained from the models.