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Mobile Business Application for Service and Maintenance Processes : Using Ex Post Evaluation by End-Users as Input for Iterative Design

Title data

Legner, Christine ; Urbach, Nils ; Nolte, Christoph:
Mobile Business Application for Service and Maintenance Processes : Using Ex Post Evaluation by End-Users as Input for Iterative Design.
In: Information & Management. Vol. 53 (2016) Issue 6 . - pp. 817-831.
ISSN 1872-7530
DOI: https://doi.org/10.1016/j.im.2016.03.001

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Abstract in another language

Although mobile technologies are increasingly utilized for business purposes, many companies have found it difficult to successfully implement them. Not only do the rapid technological changes increase the risks of companies’ investments into mobile technologies; many such applications have also failed to gain user acceptance. In contrast to the consumer domain, there are very few empirical studies of mobile applications’ effectiveness from the perspectives of professional end-users. Furthermore, designing mobile business applications has become an increasingly iterative and incremental activity, and ex post evaluations by actual users can provide crucial feedback to an iterative design process. In this study, we seek to contribute to establishing a design cycle that closely links the building and the evaluation of mobile business applications. Our objectives are to (1) gain a better understanding of mobile business applications’ success by means of ex post evaluations from end-users, and to (2) leverage these empirical insights to inform the design of mobile business applications. We carried out the study in collaboration with DEKRA Automotive, which offers expert services in the automotive sector with experience in mobile business applications. Our primary contribution is a systematic approach to using ex post evaluation as input for the iterative design of mobile business applications. We suggest an adapted version of the D&M IS Success Model, which has process quality as additional construct, as a basis for ex post evaluations of a mobile business application by its end-users. Furthermore, we illustrate how a performance-based analysis of the empirical results enables one to derive priorities and recommendations for future design iterations. Our results reveal that system quality and process quality are the main determinants of individual benefits of using mobile business applications. Our findings thus contradict other studies that identify information quality as a significant motivator of (consumer-oriented) mobile data services. We conclude that a mobile business application’s design should focus on process quality, emphasizing functional support for operational tasks in a specific work context while ensuring system quality, which is largely affected by technology platform choices.

Further data

Item Type: Article in a journal
Refereed: Yes
Keywords: Automotive industry; mobile business applications; IS adoption; IS success; mobile services; service and maintenance processes
Institutions of the University: Faculties > Faculty of Law, Business and Economics > Department of Business Administration
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Professorship Business Information Systems and strategic IT management
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Professorship Business Information Systems and strategic IT management > Professorship Business Informations Systems and strategic IT management - Univ.-Prof. Dr. Nils Urbach
Profile Fields
Profile Fields > Emerging Fields
Profile Fields > Emerging Fields > Innovation and Consumer Protection
Research Institutions
Research Institutions > Affiliated Institutes
Research Institutions > Affiliated Institutes > Fraunhofer Project Group Business and Information Systems Engineering
Research Institutions > Affiliated Institutes > FIM Research Center Finance & Information Management
Faculties
Faculties > Faculty of Law, Business and Economics
Result of work at the UBT: Yes
DDC Subjects: 000 Computer Science, information, general works > 004 Computer science
300 Social sciences > 330 Economics
Date Deposited: 04 Apr 2016 08:17
Last Modified: 17 Aug 2016 09:10
URI: https://eref.uni-bayreuth.de/id/eprint/32102