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Understanding Effects and Determinants of Mobile Support Tools: A Usability-Centered Field Study on IT Service Technicians


  • Pousttchi, Key
  • Thurnher, Bettina


The integration of mobile workplaces is a major challenge for companies. First-wave mobile solutions mostly support existing business processes through adding value in terms of increased efficiency. Second-wave mobile solutions comprise a re-engineering of the mobile business processes, add value through increased effectiveness and may even enable new forms of mobility. In order to achieve a systematic approach to mobile integrated business processes it is important to analyze existing processes, focusing on the effects and determinants of mobile solutions that might be used to support those processes. For this purpose we examined a typical example, the field technician support process of an IT service providing company. Our research approach combines usability and process performance issues. The results show which tasks are suitable for mobile application support, which personnel is most likely to benefit from mobile technology and what improvements on business metrics such as labor time, back office capacity, and invoice cycle are to be expected.

Suggested Citation

  • Pousttchi, Key & Thurnher, Bettina, 2006. "Understanding Effects and Determinants of Mobile Support Tools: A Usability-Centered Field Study on IT Service Technicians," MPRA Paper 2924, University Library of Munich, Germany.
  • Handle: RePEc:pra:mprapa:2924

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    References listed on IDEAS

    1. Pousttchi, Key & Wiedemann, Dietmar Georg, 2005. "Relativer Vorteil bei mobilen Bezahlverfahren - mobiles Bezahlen aus dem Blickwinkel der Diffusionstheorie
      [Relative advantage of mobile payment procedures - Mobile Payment from the perspective of
      ," MPRA Paper 3607, University Library of Munich, Germany.
    2. Khodawandi, Darius & Pousttchi, Key & Wiedemann, Dietmar Georg, 2003. "Akzeptanz mobiler Bezahlverfahren in Deutschland
      [Acceptance of Mobile Payment Procedures in Germany]
      ," MPRA Paper 3606, University Library of Munich, Germany.
    3. Kreyer, Nina & Pousttchi, Key & Turowski, Klaus, 2002. "Characteristics of Mobile Payment Procedures," MPRA Paper 3786, University Library of Munich, Germany.
    4. Pousttchi, Key & Selk, Bernhard & Turowski, Klaus, 2002. "Akzeptanzkriterien für mobile Bezahlverfahren
      [Acceptance criterias for mobile payment procedures]
      ," MPRA Paper 3785, University Library of Munich, Germany.
    5. Pousttchi, Key, 2003. "Conditions for acceptance and usage of mobile payment procedures," MPRA Paper 2912, University Library of Munich, Germany.
    6. Kreyer, Nina & Pousttchi, Key & Turowski, Klaus, 2002. "Standardized Payment Procedures as Key Enabling Factor for Mobile Commerce," MPRA Paper 2910, University Library of Munich, Germany.
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    1. Pousttchi, Key & Thurnher, Bettina, 2007. "Adoption and Impact of Mobile-Integrated Business Processes - Comparison of Existing Frameworks and Analysis of their Generalization Potential," MPRA Paper 3243, University Library of Munich, Germany.

    More about this item

    JEL classification:

    • M21 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Economics - - - Business Economics

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