Please quote as: Herterich, M.; Peters, C.; Neff, A.; Uebernickel, F. & Brenner, W.(2015): Mobile Work Support for Field Service: A Literature Review and Directions forFuture Research. In: 12th International Conference on Wirtschaftsinformatik,Osnabrück, Germany.
12thInternational Conference on Wirtschaftsinformatik,March 4-6 2015, Osnabrück, GermanyMobile Work Support for Field Service: A LiteratureReview and Directions for Future ResearchMatthias M. Herterich1, Christoph Peters2,Falk Uebernickel1, Walter Brenner1and Alexander A. Neff11Institute of Information Management, University of St. Gallen (HSG), St. Gallen, Switzerland{matthias.herterich,falk.uebernickel,walter.brenner,alexander.neff}@unisg.ch2Research Center for IS Design, Kassel University, Kassel, Germany[email protected]Abstract.Advances in mobile technology and wearable devices as well as en-hanced integration between information systems (IS) allow greater efficiencyand new service offerings. Especially for location-dependent field service sce-narios, new opportunities for hybrid value creation arise. Until now, leveragingsensor data of products and mobile work support for field service mostly re-mains a promising, yet unused potential. Also, first successes are scatteredaround various industries going digital. Thus, this paper explores the currentstate of research on mobile work support for field service by using the method-ology of a systematic literature review (SLR). Based on a keyword search yield-ing 1899 contributions and 94 papers that were analysed in-depth, our contribu-tion is two-fold: First, we present a comprehensive overview of the current stateof research and central issues for mobile work support throughout the entireservice lifecycle. Second, we outline directions for future research and relevantchallenges in theory and practice.Keywords:Mobile work support, field service, service science, hybrid valuecreation, systematic literature review1IntroductionIn today’s digitalized and service-led economy, field service plays an increasinglyimportant role [1]. Heavy equipment machinery in rather product-oriented industrieslike manufacturing [2–6] or healthcare [7–10] is characterized by a long lifecycle anda high acquisition price. Facing shrinking margins, manufacturers have started toexpand their business by also offering maintenance repair and overhaul (MRO) ser-vices addressing technical support of such capital goods [2, 4, 11]. Hence, the servicebusiness is gaining in importance and becomes more competitive. As the installedbase onthe clients’site cannot be moved, technical customer service (TCS) has to besent out to provide on-site service. Products and services become more and moreinterlinked and combined to so-called product-service bundles resulting in hybridvalue creation [12–14]. As field service is characterized by expensive provisioning, itis exposed to three threats [1, 15]. First, partnerships are strengthened in the servicebusiness resulting inmore co-creation and a higher complexity in the service ecosys-
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