Towards a holistic approach for service management in the technical customer service domain

Abstract

The Technical Customer Service (TCS) represents an essential part of the so-called Product-Service System (PSS) and requires intelligent support in its product-related operations with technical goods and knowledge intensive activities. This makes information to a fundamental contribution for a qualitative service delivery. Therefor, IT-based mobile service support systems are seen as a necessity for faster and better information attainment in service operations. Until now, studies exist investigating the usage and development of mobile service support systems but not specifically targeting the field of the Technical Customer Service. Due to this lack, this paper purposes to fill the gap by providing a holistic approach for an IT-based mobile service management in the TCS domain.