Improving service processes with Near Field Communication technology

Arto Wallin, Jaana Määttä

    Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsProfessional


    A common objective of conducting services more efficiently is driving the introduction of new technologies to service processes. This paper presents two explanatory case studies, in which a Near Field Communication (NFC) technology is used with an aim to improve the quality of services and the effectiveness of service processes. Thus, the impact and suitability of the NFC technology to business-to-customer service processes is the main research problem addressed in this study. Theme interviews with key business stakeholders of pilots were used as the research method for analysing case studies. The results of this study indicate that the use of NFC brought both advantages and challenges to the service processes. Although demographic background of the pilot customers was very versatile, most customers experienced the touch-based user interface to be fast and easy to use and learn. In spite of these substantial advantages, pilot findings stress that there exist some challenges for the wide scale adoption of NFC in the services processes, such as the lack of NFC enabled phones. These challenges have to be overcome before NFC can provide significant benefits to business actors.
    Original languageEnglish
    Title of host publicationVTT Symposium on Service Science, Technology and Business
    Place of PublicationEspoo
    PublisherVTT Technical Research Centre of Finland
    ISBN (Electronic)978-951-38-6330-2
    ISBN (Print)978-951-38-6329-6
    Publication statusPublished - 2008
    MoE publication typeNot Eligible
    EventVTT Symposium on Service Science, Technology and Business - Espoo, Finland
    Duration: 19 Aug 200819 Aug 2008

    Publication series

    SeriesVTT Symposium


    ConferenceVTT Symposium on Service Science, Technology and Business


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