A carregar...
Publicação
Mobile Service Experiences – qualitative study with a broader perspective
| Nome: | Descrição: | Tamanho: | Formato: | |
|---|---|---|---|---|
| 139.77 KB | Adobe PDF |
Autores
Orientador(es)
Resumo(s)
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.
Descrição
Palavras-chave
Mobile Services Service Experience Service Innovation