Gesellschaft für Informatik e.V.

Lecture Notes in Informatics

Informatik 2014 P-232, 2323-2328 (2014).

Gesellschaft für Informatik, Bonn

Copyright © Gesellschaft für Informatik, Bonn


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

Deniz Özcan


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.

Full Text: PDF

Gesellschaft für Informatik, Bonn
ISBN 978-3-88579-626-8

Last changed 18.11.2014 21:19:30