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Managing Innovation: Cases from the Services Industries (1988)

Chapter: Using Technology for Competitive Advantage: The ATM Experience at Citicorp

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Suggested Citation:"Using Technology for Competitive Advantage: The ATM Experience at Citicorp." National Academy of Engineering. 1988. Managing Innovation: Cases from the Services Industries. Washington, DC: The National Academies Press. doi: 10.17226/765.
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Suggested Citation:"Using Technology for Competitive Advantage: The ATM Experience at Citicorp." National Academy of Engineering. 1988. Managing Innovation: Cases from the Services Industries. Washington, DC: The National Academies Press. doi: 10.17226/765.
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Page 110 Cite
Suggested Citation:"Using Technology for Competitive Advantage: The ATM Experience at Citicorp." National Academy of Engineering. 1988. Managing Innovation: Cases from the Services Industries. Washington, DC: The National Academies Press. doi: 10.17226/765.
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Page 111 Cite
Suggested Citation:"Using Technology for Competitive Advantage: The ATM Experience at Citicorp." National Academy of Engineering. 1988. Managing Innovation: Cases from the Services Industries. Washington, DC: The National Academies Press. doi: 10.17226/765.
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Page 112 Cite
Suggested Citation:"Using Technology for Competitive Advantage: The ATM Experience at Citicorp." National Academy of Engineering. 1988. Managing Innovation: Cases from the Services Industries. Washington, DC: The National Academies Press. doi: 10.17226/765.
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Page 113 Cite
Suggested Citation:"Using Technology for Competitive Advantage: The ATM Experience at Citicorp." National Academy of Engineering. 1988. Managing Innovation: Cases from the Services Industries. Washington, DC: The National Academies Press. doi: 10.17226/765.
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Page 114 Cite
Suggested Citation:"Using Technology for Competitive Advantage: The ATM Experience at Citicorp." National Academy of Engineering. 1988. Managing Innovation: Cases from the Services Industries. Washington, DC: The National Academies Press. doi: 10.17226/765.
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This book of case histories is devoted solely to service industries and the technologies that drive them, as told by those who have developed segments of these industries. The chapters cover innovations such as Federal Express's advanced system for package tracking, Citicorp's development of the Automated Teller Machine, AT&T's experience with mobile telephones, Bell & Howell's introduction of an automated automotive parts catalog, and the New York Stock Exchange's development of electronic trading. Some broader analyses discuss the interfaces between services technologies and manufacturing, operations research in services, and technology in professional services.

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