Paper Info
Title
Information Needs of the Mobile Technical Customer Service -- A Case Study in the Field of Machinery and Plant Engineering
Abstract
Information can be declared as fundamental component for the performance of service processes. Especially for the service provision of Technical Customer Services (TCS), information is a key driver for productivity. Thereto, mobile Information Systems (IS) are a critical success factor to provide the TCS with needed information for a high-quality service delivery at the right time, at the right place and in an adequate way. Before such IS can be designed purposefully, existing information needs have to be identified first. Therefore, we investigate information needs for mobile TCS in a case study of the machinery and plant engineering industry. The resulting consolidated catalogue of information needs gives an overview of needed information of the TCS during service processes and can thus serve as a starting point for the specification of mobile TCS support systems.
Year
DOI
Venue
2015
10.1109/HICSS.2015.126
HICSS
Keywords
Field
DocType
machinery,planning,information systems,documentation,maintenance engineering,mobile communication
Information system,Critical success factor,Information needs,Customer to customer,Computer science,Knowledge management,Customer advocacy,Service level requirement,Service delivery framework,Customer Service Assurance
Conference
ISSN
Citations 
PageRank 
1060-3425
4
0.42
References 
Authors
9
6
Name
Order
Citations
PageRank
Gerald Däuble1122.36
Deniz Özcan2223.63
Christina Niemöller3102.59
Michael Fellmann4162.14
Markus Nüttgens553884.10
Oliver Thomas622743.71