Impactul tehnologiilor informatiei si comunicatiilor in transformarea organizatiilor din sectorul serviciilor - The Impact of Information and Communication Technologies in the Transformation of Organizations from the Service Sector (Romanian version)

The innovation processes and especially the evolution of information and communication technology in the corporation environment from the service field have radically transformed the service production and delivery processes. These transformations add value for the customer and offer important benefits for the company, but, in their turn, the technology change decisions also present certain risks besides advantages. The strategic processes for the implementation of the new technologies represent adaptation to the evolution of the business environment, to the process of globalization, internationalization of knowledge and competences, the creation of an accordance between the new information and communication technologies and the company itself, with the organization structures, social groups, organizational culture, human resources and the already-created clientele. The employees must be trained to accept the benefits of the modern technology, to go through new training processes in order to learn to use them, to muster their skills for evolving. From the clients’ point of view, the introduction of the new technologies must be easy to use and provide sufficient advantages that justify the change. The article presents a research achieved during the period 01.01.201101.02.2011. The results obtained reflect the impact of the introduction of information and communication technologies on the consumers and the employees of the analyzed companies.