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Executive summary One of the challenges of developing Information and Service economy is maintaining quality in an increasingly global economy dealing with intangible products. A major shift around the world is altering the way people communicate, learn and work, and the way in which businesses and economies gain new efficiencies and create new wealth. This shift has been described in many ways: information superhighway, information revolution, information society, information age and information economy. Each of these terms refers to the fact that information is changing; or rather the ways in which information is produced, distributed and accessed are changing. In tough economic times, executives and managers look for ways to make their people more efficient and keep a tight rein on staffing. But enterprises can’t make these adjustments without considering the impact on customers. If service quality is sacrificed for internal efficiency, customers (and their wealth) will turn to the competitor who gains their trust in products, services and quality of care. So how can you engage and retain customers with top quality service, yet meet the demand for increased internal efficiency? Introduction to Information and Service