ABSTRACT
Technology is markedly absent from marketing theory, and especially for services. This is a case analysis of an insurance claims adjusting firm operating in a network. Results showed: (1) reliance on human capital; (2) technology used to manage a virtual service network and produce the product: information and (3) the importance of time. The convergence of these capabilities led to an hypothesis for the network process of ‘contextualising’, the ability to use human capital, technology and time to extract data embedded in the context, process it into value added information, and utilise it in the network.
