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Evaluating Mobile Business Applications in Service and Maintenance Processes : Results of a Quantitative-empirical Study

Title data

Legner, Christine ; Nolte, Christoph ; Urbach, Nils:
Evaluating Mobile Business Applications in Service and Maintenance Processes : Results of a Quantitative-empirical Study.
2011
Event: 19th European Conference on Information Systems (ECIS) , 9.-11.06.2011 , Helsinki, Finland.
(Conference item: Conference , Paper )

Official URL: Volltext

Project information

Project title:
Project's official titleProject's id
Projektgruppe WI Digital LifeNo information
Projektgruppe WI Kommunikation & IT-gestützte ZusammenarbeitNo information

Abstract in another language

Mobile technologies offer great opportunities for improving business users’ productivity and for running business processes more effectively and efficiently. This particularly applies to service and maintenance processes which are highly information-intensive. Mobile services enable technicians to directly capture information more quickly and more precisely, while they are performing maintenance, inspection or repair tasks. Despite the increasing proliferation of mobile business applications, most of the existing empirical studies still focus on consumer-oriented mobile services. Thus, this study’s objective is to gain a better understanding of mobile business applications’ success in service and maintenance processes. For this purpose, we adapt the DeLone and McLean IS Success Model to this particular context. The model is validated with survey data from 374 mobile service users. Our results indicate that, besides system quality, the process support quality is the main determinant of individual benefits from using the mobile devices. The study’s findings support practitioners in explaining the levers with which mobile business applications can be improved. By empirically validating a success model, the study’s results advance theoretical development in the area of mobile service and maintenance systems, and present a basis for further research in this field.

Further data

Item Type: Conference item (Paper)
Refereed: Yes
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: No
DDC Subjects: 000 Computer Science, information, general works > 004 Computer science
300 Social sciences > 330 Economics
Date Deposited: 07 Apr 2015 06:42
Last Modified: 12 Mar 2019 15:21
URI: https://eref.uni-bayreuth.de/id/eprint/7969