Elicitation and consolidation of requirements for mobile technical customer services support systems - A multi-method approach

DC ElementWertSprache
dc.contributor.authorMatijacic, M.
dc.contributor.authorFellmann, M.
dc.contributor.authorKammler, F.
dc.contributor.authorÖzcan, D.
dc.contributor.authorNüttgens, M.
dc.contributor.authorThomas, O.
dc.date.accessioned2021-12-23T16:30:22Z-
dc.date.available2021-12-23T16:30:22Z-
dc.date.issued2013
dc.identifier.isbn9781629934266
dc.identifier.urihttps://osnascholar.ub.uni-osnabrueck.de/handle/unios/16560-
dc.descriptionConference of International Conference on Information Systems, ICIS 2013 ; Conference Date: 15 December 2013 Through 18 December 2013; Conference Code:103049
dc.description.abstractDue 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.
dc.description.sponsorshipAccenture; Bip; Cisco; Engineering; eni; et al
dc.language.isoen
dc.relation.ispartofInternational Conference on Information Systems (ICIS 2013): Reshaping Society Through Information Systems Design
dc.subjectCustomer services
dc.subjectInformation system research
dc.subjectMixed method
dc.subjectMixed methods
dc.subjectMobile assistance system
dc.subjectMobile assistance systems
dc.subjectRequirement
dc.subjectService technician
dc.subjectService technician, Information systems, Sales
dc.subjectTechnical customer service
dc.titleElicitation and consolidation of requirements for mobile technical customer services support systems - A multi-method approach
dc.typeconference paper
dc.identifier.scopus2-s2.0-84897690124
dc.identifier.urlhttps://www.scopus.com/inward/record.uri?eid=2-s2.0-84897690124&partnerID=40&md5=6a32393863f88b688b777bd5883f4818
dc.description.volume2
dc.description.startpage1376
dc.description.endpage1391
dc.publisher.placeMilan
dcterms.isPartOf.abbreviationIntl. Conf. Info. Syst. (ICIS 2013): Reshaping Soc. Info. Syst. Des.
crisitem.author.deptFB 09 - Wirtschaftswissenschaften-
crisitem.author.deptidfb09-
crisitem.author.parentorgUniversität Osnabrück-
crisitem.author.netidThOl011-
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