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Mobile service experiences: Qualitative study with a broader perspective

Title
Mobile service experiences: Qualitative study with a broader perspective
Type
Article in International Conference Proceedings Book
Year
2010
Authors
Sarmento, T
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Other
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Lia Patrício
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Conference proceedings International
Pages: 413-414
16th Conference on Pattern Languages of Programs, PLoP09
Chicago, IL, 28 August 2009 through 30 August 2009
Indexing
Publicação em ISI Proceedings ISI Proceedings
Publicação em Scopus Scopus - 0 Citations
Scientific classification
FOS: Engineering and technology > Electrical engineering, Electronic engineering, Information engineering
Other information
Authenticus ID: P-007-W6H
Abstract (EN): 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.
Language: English
Type (Professor's evaluation): Scientific
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