Empowering Technical Customer Services with Intelligent Mobile Applications: A Contingency Theory-Based Approach
作者： Nadine Blinn , Markus Nüttgens
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摘要: In order to improve the efficiency of technical customer services (TCS) business processes, we propose focus on this information and its provision service technicians. Based contingency theory, suggest increasing processing capacities Up now, methodical support is missing for providing relevant technicians improving their capacities. Consequently an approach leveraging productivity TCS by empowering Following a design science approach, develop mobile assistant system in intelligent, access needed integrated feedback functionality. Furthermore, that empowerment based intelligent applications leads continuous management. Our supports individual technicians, improvement culture, leverages employeesâ motivation skills.
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