Shaping the future of mobile service support systems - ex-ante evaluation of smart glasses in technical customer service processes

The recent introduction of smart glasses through media spurred new concepts of service support systems. Especially in the domain of Technical Customer Services (TCS), the opportunity to access information hands-free provides additional benefits. However, due to the novelty of the technology besides various technical issues the question of usefulness is of vital importance. To date, little research provides guidance for researchers and practitioners. Goal of this contribution is to systematically elicit functionalities of smart glasses to offer an overview of the emerging technology and apply the functionalities to requirements of the TCS to investigate the benefits of smart glasses in this domain. Therefore, a multi-method approach for the elicitation of 20 features has been conducted followed by mapping the features to 36 previously derived requirements. In total, the contribution can serve as guidance for the strategic evaluation of smart glasses supporting service processes.

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