Abstract
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 language | English |
|---|---|
| Title of host publication | Intellectual Capital Management and Innovation Capacity |
| Subtitle of host publication | IFKAD and IAC Congress 2009 Glasgow, Scotland – 17-18 February 2009 |
| Place of Publication | Glasgow, UK |
| Publisher | The Intellectual Assets Centre |
| Publication status | Published - 2009 |
| MoE publication type | A4 Article in a conference publication |
Keywords
- customer productivity
- usability
- mobile business service
- conceptual analysis
- user acceptance