Elicitation and consolidation of requirements for mobile technical customer services support systems - A multi-method approach
| Autor(en): | Matijacic, M. Fellmann, M. Kammler, F. Özcan, D. Nüttgens, M. Thomas, O. |
Stichwörter: | Customer services; Information system research; Mixed method; Mixed methods; Mobile assistance system; Mobile assistance systems; Requirement; Service technician; Service technician, Information systems, Sales; Technical customer service | Erscheinungsdatum: | 2013 | Journal: | International Conference on Information Systems (ICIS 2013): Reshaping Society Through Information Systems Design | Volumen: | 2 | Startseite: | 1376 | Seitenende: | 1391 | Zusammenfassung: | Due to the various tasks in the domain of Technical Customer Services (TCS) service technicians face the problem to deal with several duties at the point of service in a short time. In order to support their daily work an adequate mobile IT-support is needed. Unfortunately, the development of such systems is a complex and complicated task since diverse requirements have to be considered. Until now little research has been done regarding the requirements of mobile TCS support systems. Goal of this contribution is to elicit requirements for such a mobile assistance system. As a first step to fill the gap a multi-method approach has been conducted and a list of 55 requirements has been derived. These consolidated requirements can serve as a blueprint for the specification of mobile TCS support systems. © (2013) by the AIS/ICIS Administrative Office All rights reserved. |
Beschreibung: | Conference of International Conference on Information Systems, ICIS 2013 ; Conference Date: 15 December 2013 Through 18 December 2013; Conference Code:103049 |
ISBN: | 9781629934266 | Externe URL: | https://www.scopus.com/inward/record.uri?eid=2-s2.0-84897690124&partnerID=40&md5=6a32393863f88b688b777bd5883f4818 |
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