Design and demonstration of an engineering method for service support systems

DC FieldValueLanguage
dc.contributor.authorMetzger, Dirk
dc.contributor.authorNiemoeller, Christina
dc.contributor.authorThomas, Oliver
dc.date.accessioned2021-12-23T15:56:18Z-
dc.date.available2021-12-23T15:56:18Z-
dc.date.issued2017
dc.identifier.issn16179846
dc.identifier.urihttps://osnascholar.ub.uni-osnabrueck.de/handle/unios/2283-
dc.description.abstractAn integrated and simultaneous design that considers products, services, and information systems is essential due to the mutual influences among each of the three components. This is particularly important in technical customer services (TCS), as the engineering process combines complex high-tech products with diverse types of services. However, to-date no explicit guidance on the integration of information systems into the product service systems engineering process exists. Thus, we propose a method to design service support systems simultaneously. For designing the method, a design science research approach was applied. We demonstrated the applicability of our method by designing and implementing a two-tier service system in a real-world scenario in the domain of TCS: A Virtual Reality-based Training System for training purposes along with a Smart Glasses-based Support System that guides the service technician at the point of service. By proposing and demonstrating our method, we enhance the body of knowledge in service systems engineering and design of IS. The practical contribution is given in additional guidance for designers of new products, services, and IS to master complexity and foster information support of technicians.
dc.description.sponsorshipGerman Federal Ministry of Education and Research (BMBF)Federal Ministry of Education & Research (BMBF) [01PD14014A]; We wish to thank the guest editors and reviewers for their constructive and helpful comments to finalize the article. The research and development presented in this paper is part of the project ``Glassroom'' and is funded by the German Federal Ministry of Education and Research (BMBF, grant number 01PD14014A).
dc.language.isoen
dc.publisherSPRINGER HEIDELBERG
dc.relation.ispartofINFORMATION SYSTEMS AND E-BUSINESS MANAGEMENT
dc.subjectAgile software engineering
dc.subjectBusiness
dc.subjectBusiness & Economics
dc.subjectCHALLENGES
dc.subjectFIELD
dc.subjectInformation needs
dc.subjectKNOWLEDGE
dc.subjectKnowledge needs
dc.subjectManagement
dc.subjectOF-THE-ART
dc.subjectPRODUCT
dc.subjectProduct-service systems engineering
dc.subjectSCIENCE RESEARCH
dc.subjectService support systems
dc.subjectTECHNOLOGY
dc.titleDesign and demonstration of an engineering method for service support systems
dc.typejournal article
dc.identifier.doi10.1007/s10257-016-0331-x
dc.identifier.isiISI:000415631300002
dc.description.volume15
dc.description.issue4, SI
dc.description.startpage789
dc.description.endpage823
dc.identifier.eissn16179854
dc.publisher.placeTIERGARTENSTRASSE 17, D-69121 HEIDELBERG, GERMANY
dcterms.isPartOf.abbreviationInf. Syst. E-Bus. Manag.
crisitem.author.deptFB 09 - Wirtschaftswissenschaften-
crisitem.author.deptidfb09-
crisitem.author.parentorgUniversität Osnabrück-
crisitem.author.netidThOl011-
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