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Editorial

机译：社论

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Services have come to occupy a crucial role for the economic growth of nations, a trend that continues to rise. It has been a long time since the developed economies started reporting higher GDP from services as compared to manufacturing. The developing economies such as India have followed suit. The services sectors have been with mankind since early days of civilisation, even though they may not have been called so. They largely represented the occupations of the lesser educated. The advent of information technology and telecommunications has changed the scenario. Advances in the information technology and communications have impacted the behaviour and expectations of the customers in service sectors as travel, banking, healthcare and logistics. More and more of traditional services as entertainment, retailing have became dependent on accuracy and speed of delivery. The growth of e-commerce demonstrates the new developments. The orientation towards professionalism was introduced through knowledge and skills. First, the service management, service quality, and then the service technology management became the new subjects of research and higher studies. Technology has entered the services in a major way to impact cost, quality, speed, flexibility and delivery to the customer. It is a new and an important factor of competitive advantage. There are two more dimensions related to marketing of service and importance of service technology management. The services are relatively low barriers to make an entry to services. Secondly, the line of separation of the products and the services is fast thinning. There are no products without service, and no service without an attachment of tangible product. It is therefore the element of service technology that is going to make a difference in customer acceptance between one service and the other. Innovations, new product development, response to quality acceptance, and customer service all carry a close relation to managing service technology management.
机译：服务已成为国家经济增长的关键角色，而且这一趋势还在继续上升。自发达经济体开始报告服务业的国内生产总值与制造业相比，已经有很长时间了。印度等发展中经济体也紧随其后。从文明的早期开始，服务业就与人类息息相关，即使它们可能没有被称为人类。他们在很大程度上代表了文化程度较低的职业。信息技术和电信的出现改变了这种情况。信息技术和通信的进步已经影响了旅行，银行，医疗保健和物流等服务领域客户的行为和期望。越来越多的娱乐，零售等传统服务已变得越来越依赖准确性和交付速度。电子商务的增长表明了新的发展。通过知识和技能介绍了对专业精神的指导。首先，服务管理，服务质量，然后是服务技术管理，成为研究和高等研究的新课题。技术进入服务领域的主要途径是影响成本，质量，速度，灵活性和交付给客户。这是竞争优势的一个新的重要因素。还有两个与服务营销和服务技术管理重要性有关的维度。服务是进入服务的相对较低的障碍。其次，产品和服务的分离线正在迅速变薄。没有服务就没有产品，没有附有形产品就没有服务。因此，服务技术的要素将使一种服务与另一种服务之间的客户接受度有所不同。创新，新产品开发，对质量验收的响应以及客户服务都与管理服务技术管理紧密相关。

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    G.D. Sardana; Tojo Thatchenkery;

  • 作者单位

    Birla Institute of Management Technology, Plot No. 5, Knowledge Park-Ⅱ, Greater Noida-201306 (Uttar Pradesh), India;

    School of Policy, Government, and International Affairs, George Mason University, Founders Hall 608, 3351 Fairfax Drive, MS 3B1, Arlington, VA 22201, USA;

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