Abstract
This paper examines the use of digital technologies in field services, which are critical touchpoints for customer-supplier relationships. Field services have traditionally been overlooked, even though they are crucial for building trust and long-term customer satisfaction. The paper researches the value of how digital technologies can bridge the gap between technicians, customers, and firms. Its purpose is to support businesses in their decision-making process in digitization. From the literature, it has been identified that interactions between individual actors are important for delivering digitally enabled-solutions. The quality of the interactions affects the degree of value co-creation for the beneficiary, which impacts the acceptance of the solution. Therefore, the objectives are: (a) to collect use cases of field service using digital technologies, (b) to explain their impact on service delivery and customer satisfaction, (c) and to assess the use cases with assessment criteria from the knowledge found.
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Träger, S., Müller-Csernetzky, P., Stoll, O., West, S. (2023). Value of Digital in Field Service. In: Camarinha-Matos, L.M., Boucher, X., Ortiz, A. (eds) Collaborative Networks in Digitalization and Society 5.0. PRO-VE 2023. IFIP Advances in Information and Communication Technology, vol 688. Springer, Cham. https://doi.org/10.1007/978-3-031-42622-3_21
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