Usability as a Driver of Customer Productivity in Mobile Business Services

Jonna Käpylä, Eija Kaasinen, Antti Lönnqvist, Kaisa Väänänen-Vainio-Mattila

    Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review


    The paper aims to clarify the value creation dynamics of mobile business services by exploring the linkage between customer productivity (i.e. productivity of an organisation using a service) and usability of a mobile business service. The analysis made in this paper is conceptual. It is based on existing literature concerning the concepts of usability and service productivity and on frameworks that can be used to evaluate the performance of mobile business services and ICT services more generally. The analysis also exploits earlier case studies of mobile business services. The main contribution of the paper is in the analysis that combines the concepts customer productivity and usability and creates better understanding of the interrelationships between them in the context of mobile business services. A conceptual framework: "Mobile Business Service Success Model" is presented as a conclusion.
    Original languageEnglish
    Title of host publicationIntellectual Capital Management and Innovation Capacity
    Subtitle of host publicationIFKAD and IAC Congress 2009 Glasgow, Scotland – 17-18 February 2009
    Place of PublicationGlasgow, UK
    PublisherThe Intellectual Assets Centre
    Publication statusPublished - 2009
    MoE publication typeA4 Article in a conference publication


    • customer productivity
    • usability
    • mobile business service
    • conceptual analysis
    • user acceptance


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