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

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 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
Publication statusPublished - 2009
MoE publication typeA4 Article in a conference publication

Fingerprint

Productivity
Usability
Mobile business
Business services
Conceptual framework
Value creation
Linkage
Interrelationship

Keywords

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

Cite this

Käpylä, J., Kaasinen, E., Lönnqvist, A., & Väänänen-Vainio-Mattila, K. (2009). Usability as a Driver of Customer Productivity in Mobile Business Services. In Intellectual Capital Management and Innovation Capacity: IFKAD and IAC Congress 2009 Glasgow, Scotland – 17-18 February 2009 Glasgow, UK.
Käpylä, Jonna ; Kaasinen, Eija ; Lönnqvist, Antti ; Väänänen-Vainio-Mattila, Kaisa. / Usability as a Driver of Customer Productivity in Mobile Business Services. Intellectual Capital Management and Innovation Capacity: IFKAD and IAC Congress 2009 Glasgow, Scotland – 17-18 February 2009. Glasgow, UK, 2009.
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Käpylä, J, Kaasinen, E, Lönnqvist, A & Väänänen-Vainio-Mattila, K 2009, Usability as a Driver of Customer Productivity in Mobile Business Services. in Intellectual Capital Management and Innovation Capacity: IFKAD and IAC Congress 2009 Glasgow, Scotland – 17-18 February 2009. Glasgow, UK.

Usability as a Driver of Customer Productivity in Mobile Business Services. / Käpylä, Jonna; Kaasinen, Eija; Lönnqvist, Antti; Väänänen-Vainio-Mattila, Kaisa.

Intellectual Capital Management and Innovation Capacity: IFKAD and IAC Congress 2009 Glasgow, Scotland – 17-18 February 2009. Glasgow, UK, 2009.

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

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N2 - 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.

AB - 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.

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Käpylä J, Kaasinen E, Lönnqvist A, Väänänen-Vainio-Mattila K. Usability as a Driver of Customer Productivity in Mobile Business Services. In Intellectual Capital Management and Innovation Capacity: IFKAD and IAC Congress 2009 Glasgow, Scotland – 17-18 February 2009. Glasgow, UK. 2009