Abstract
Services gain importance when it comes to overall revenue structures of industrial companies. Product-Service Systems (PSS) are seen as a way to diversify from competition and establish a unique selling proposition. Services being on the rise - service productivity becomes vital. With a design-centered approach requirements such as information needs of technical customer service are iteratively transferred into a prototype of a mobile support system for technical service staff. In order to ensure efficiency, effectiveness, usefulness and utility of the artefact several evaluation methods are applied within iterative design cycles. © 2014 Springer International Publishing.
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CITATION STYLE
Däuble, G., Schlömer, I., Böttcher, B., & Nüttgens, M. (2014). Supporting technical customer service processes: A design-centered approach. In Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics) (Vol. 8463 LNCS, pp. 408–412). Springer Verlag. https://doi.org/10.1007/978-3-319-06701-8_35
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