Shaping the future of mobile service support systems-ex-ante evaluation of smart glasses in technical customer service processes

Abstract

Therecent introduction of smart glasses through media spurred new concepts of service support systems. Especiallyinthe domain of Technical Customer Services (TCS), the opportunity to access information hands-free provides additional benefits. However, due to the novelty of the technology besides various technical issues the questionofusefulness is of vital importance. To date, little research provides guidance for researchers and practitioners. Goal of this contribution is to systematicallyelicit functionalities of smart glasses to offer an overview of the emergingtechnol-ogyand apply the functionalities to requirements of the TCS to investigate the benefits of smart glasses in this domain. Therefore, amulti-method approach for theelicitation of 20 features has been conducted followed by mappingthe features to 36 previously derived requirements. In total, the contribution can serve as guidance for the strategic evaluation of smart glasses supporting service processes.