ABSTRACT
The increasing usage of mobile technologies for service provision has created the need to understand customer mobile service experiences and to integrate designer's and technology's perspectives for the design of successful mobile services. This paper presents the results of a qualitative study with 44 mobile service customers, providing an in-depth understanding of the experience factors that contribute to design improved mobile services. The study' results indicate that traditional interface factors, such as usefulness and ease of use, continue to be important. However, the study reveals that contextual factors, such as the social environment and service atmosphere, are very important for the mobile service experience. These results reinforce the need to adopt a broader view of the experience factors for the effective design of mobile services.
- Moggridge, B., Designing Interactions.2007, Masschusetts:MIT Press. Google ScholarDigital Library
- Kakihara, M. and C. Sorensen, Expanding the 'Mobility' Concept. SlGGROUP Bulletin, 2001. 22: p. 33,37. Google ScholarDigital Library
- Sandstrom, S., B. Edvardsson, and P. Kristensson, Value in use through service experience Managing Service Quality, 2008. 18(2): p. 112,126.Google Scholar
- Forlizzi, J., Battarbee, K, Understanding Experience in interactive Systems ACM, 2004(DIS 2004): p. 261 -- 268 Google ScholarDigital Library
- Patrício, L., et al., Service System Design for Value Co-Creation: From Customer Value Constellation to Service Experience Blueprinting. Forthcoming 2010.Google Scholar
- Zomerdijk, L.G. and C.A. Voss, Service Design for Experience-Centric Services. Journal of Service Research 2009 XX(X) p. 1,16.Google Scholar
- Gallouj, F. and O. Weinstein, Innovation in services. research policy, 1997. 26 p. 537--556.Google Scholar
- Verhoef, P.C., et al., Customer Experience Creation: Determinants, Dynamics, and Management Strategies. Journal of Retailing, 2008: p. 31--41.Google Scholar
- Davis, F.D., Perceived Usefulness, Perceived ease of use, and user acceptance of Information Technology. Mis Quarterly, 1989. 13(3): p. 319--340.Google ScholarDigital Library
- Pagani, M., Determinants of Adoption of third generation Mobile Multimedia Services. Journal of Interactive Marketing, 2004. 18(3): p. 46--57.Google ScholarCross Ref
- Charmaz, K., Constructing Grounded Theory: A Practical Guide through Qualitative Analysis. 2006, London: SAGE Publications ltd.Google Scholar
- Thüring, S.M.M., Usability, aesthetics and emotions in human-technology International Journal of Psychology,2007. 42 (4): p. 253--264.Google Scholar
Index Terms
- Mobile service experiences: qualitative study with a broader perspective
Recommendations
Determinants of mobile value-added service continuance
In previous research, MVAS subscribers have been regarded as technology users. By adopting the service-dominant logic perspective from the service management discipline, this study proposes and empirically tests a model integrating both technology user ...
Mobile service oriented architectures for NN-queries
The ever-increasing number of mobile device users has also raised the users' expectation of mobile services accordingly. This phenomenon has given pressures to the mobile service providers to improve their services in order to stay competitive in the ...
The Study of Mobile Service Innovation on Service Performance
IJCSS '11: Proceedings of the 2011 International Joint Conference on Service SciencesThe purpose of this study is to (1) understand the role of mobile service innovation, (2) investigate the extent of innovation orientation, IT readiness and alliance management capability enabling mobile service innovation, (3) realize whether mobile ...
Comments