Information Needs of the Mobile Technical Customer Service -- A Case Study in the Field of Machinery and Plant Engineering

  title={Information Needs of the Mobile Technical Customer Service -- A Case Study in the Field of Machinery and Plant Engineering},
  author={Gerald D{\"a}uble and Deniz {\"O}zcan and Christina Niem{\"o}ller and Michael Fellmann and Markus N{\"u}ttgens and Oliver Thomas},
  journal={2015 48th Hawaii International Conference on System Sciences},
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… CONTINUE READING

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