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Smart Tool Use in Knowledge Intensive Work Situations – An Information Technology Review

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Advances in the Human Side of Service Engineering (AHFE 2021)

Part of the book series: Lecture Notes in Networks and Systems ((LNNS,volume 266))

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Abstract

Smart tools for assistive information providence promise positive effects on service delivery and quality. This paper describes results of a broad empirical study, where actual service technicians were subjects, analyzing the effect on service quality by information tools which are different in their degree of adaptiveness for customized use. The paper delivers guidelines on what tools best to develop and use dependent on the service technician’s age and critically reflects on the potential of AR-technology within service operation.

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Author information

Authors and Affiliations

  1. Furtwangen University, Robert-Gerwig Platz 1, 78120, Furtwangen, Germany

    Katja Gutsche & Michael Weltin

Authors
  1. Katja Gutsche
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  2. Michael Weltin
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Corresponding author

Correspondence to Katja Gutsche .

Editor information

Editors and Affiliations

  1. Centre for Economics and Public Administration, London, UK

    Christine Leitner

  2. Fraunhofer IAO, Stuttgart, Baden-Württemberg, Germany

    Walter Ganz

  3. California State University, Orange, CA, USA

    Debra Satterfield

  4. University of Naples Parthenope, Avellino, Italy

    Clara Bassano

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Gutsche, K., Weltin, M. (2021). Smart Tool Use in Knowledge Intensive Work Situations – An Information Technology Review. In: Leitner, C., Ganz, W., Satterfield, D., Bassano, C. (eds) Advances in the Human Side of Service Engineering. AHFE 2021. Lecture Notes in Networks and Systems, vol 266. Springer, Cham. https://doi.org/10.1007/978-3-030-80840-2_47

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  • DOI: https://doi.org/10.1007/978-3-030-80840-2_47

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-80839-6

  • Online ISBN: 978-3-030-80840-2

  • eBook Packages: EngineeringEngineering (R0)

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